Sr. Enterprise Network Support Engineer , eero CX Eng

At eero we pride ourselves in providing every customer a world class experience. Our mission is to make technology in homes and businesses just work - through fast, reliable, secure connectivity. As eero expands into the enterprise space, serving corporate offices, hospitality venues, retail locations, multi-dwelling units, and large-scale managed deployments, we need engineers who can support the complexity of these environments. We are seeking a Sr. Enterprise Network Support Engineer (NSE) to join our team of existing NSEs across the globe. Enterprise NSEs investigate fleet and customer-impacting issues across large-scale deployments, serve as SMEs for our enterprise product, engineering, partner, and CX teams, and provide escalation support to senior leadership. Enterprise NSE's are the first line of support when it comes to identifying issues that can impact the enterprise customer experience, and this role will ensure we are meeting our commitments to enterprise customers and partners across the globe.

A day in the life

As a member of our Enterprise Support Engineering team, you will be looked upon as an SME for our

enterprise products and deployments. You'll mentor CX Agents, while working alongside them on complex

enterprise customer issues.

As an Network Support Engineer - Enterprise, you will:

• Serve as an expert on enterprise networking, fleet monitoring, and multi-site deployment support practices.
• Handle complex enterprise network issues across corporate, hospitality, retail, MDU, and managed service environments, serving as the escalation point of contact for business leaders, IT directors, and MSPs.
• Drive enterprise support strategy, as defined by your leadership, and model technical troubleshooting methods for agents to follow across large-scale deployments.
• Work collaboratively with stakeholders across the organization-including enterprise sales, partner engineering, and product teams-acting as the Voice of the Customer when making technical recommendations. Investigate enterprise customer contacts, drilling into unique and complex networking issues involving VLANs, multi-site configurations, managed switches, captive portals, and high-density environments to support T1, T2, and T3 Agents.
• Visit enterprise customer and partner locations, diagnosing, repairing, and installing complex multi-node eero networks in corporate offices, hotels, retail stores, and other commercial environments.
• Be part of the on-call roster and handle enterprise-level incidents, including multi-site outages and partner escalations.

Ability to travel both domestically and internationally (<35%). This role will require short notice travel as defined by leadership, with an emphasis on domestic travel to quickly solve enterprise customer and partner issues.