Network Support Specialist, Eero CS

Network Support Specialist

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. Fixing connectivity in the home is, however, just the start. We're working on the building blocks of the small business solutions and smart homes, by designing our own hardware, enabling it with powerful software, and tying it all together in the cloud. We are seeking a Network Support Specialist to provide exceptional customer support (via phone, email, and chat) on wireless networks enabled by eero devices. You should be comfortable working in a technical support environment, curious to learn about eero support processes and tools, committed to doing the best for your team, and intrinsically driven to help customers. Knowledge of computer networking, along with WiFi and telecommunications, is advantageous but not essential. We provide comprehensive training on all technical aspects of the role, including WiFi fundamentals, networking concepts, and eero-specific tools. This role will be working out of our office in Boise, Idaho, providing an opportunity to work with an amazing team of intelligent, motivated, and supportive colleagues and be part of a growing global company that offers a range of career opportunities.

Key Job Responsibilities

• Provide frontline technical support to customers via phone and email
• Configure network devices, including routers, switches, firewalls, and wireless access points
• Troubleshoot common network issues, such as connectivity problems, Wi-Fi issues, VPN problems, etc.
• Thoroughly document all support interactions and their resolutions
• Identify and escalate complex issues to higher tier support teams

A Day in the Life

As a Network Support Specialist, you will take part in the day to day delivery of technical support provided to customers across the globe. You'll serve as the initial point of contact for customers, seeking resolutions for technical and account related inquiries.

Basic Qualifications

• 12 months customer facing support experience with a minimum of 6 months in a technical support capacity
• Experience delivering courteous and efficient support to external customers
• Ability to identify and troubleshoot issues logically and efficiently
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Willingness for continuous learning that includes networking certifications during provided company time (e.g., CompTIA Network +)

Preferred Qualifications

• CompTIA Network+ (nice to have/will train)
• Certified Wireless Technology Specialist (CWTS) certification (nice to have/will train)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35,800/year in our lowest geographic market up to $65,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.