Position Details

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category Networking & Telecom

About this role

Work as a Network Support Engineer (NSE) supporting eero customers and partners by investigating networking issues and serving as a networking SME. Handle complex escalations, mentor CX Agents, and participate in an on-call roster for incidents with substantial travel.

Key Responsibilities

Serve as an SME on networking, fleet monitoring, and customer support practices
Handle complex network issues and act as escalation point of contact
Visit customer and partner locations for mapping, troubleshooting, repairing, and installing complex network solutions
Investigate unique and complex networking issues to support T1, T2, and T3 Agents
Be part of the on-call roster and handle incidents

Technical Overview

This role focuses on network troubleshooting and escalation management for customer and fleet impacting issues, using expertise in networking and fleet monitoring. It includes on-site installation mapping, repairing, and deploying complex network solutions, plus T1/T2/T3 escalation support and incident handling.

Ideal Candidate

The ideal candidate is a Network Support Engineer who can act as a networking SME for customer and fleet impacting issues. They have strong troubleshooting skills, can handle complex escalations (as the point of contact for business leaders and IT staff/MSPs), and are comfortable mentoring CX Agents while participating in an on-call incident roster with significant travel.

Must-Have Skills

Serve as an expert on networkingfleet monitoringand customer support practicesHandle complex network issues as escalation point of contactBe part of the on-call roster and handle incidents

Tools & Platforms

customer supportfleet monitoring

Required Skills

networkingfleet monitoringcustomer support practicesescalation point of contactvoice of the customertroubleshootingrepairinginstalling complex network solutionson-call rosterincident handlingT1T2T3 supportmentoring

Hard Skills

expert on networkingfleet monitoringcustomer support practicescomplex network issue escalationtechnical recommendationsmapping new installationstroubleshootingrepairinginstalling complex network solutionsinvestigating unique and complex networking issuessupport T1support T2support T3 agentson-call roster incident handlingnetworking SME

Soft Skills

mentoring CX Agentscustomer focuscross-functional collaborationcommunicationstakeholder managementvoice of the customerability to act as escalation point of contactincident responsiveness

Industry & Role

Industry Telecom

Job Function Provide expert network support and escalation for customer connectivity issues and fleet monitoring at eero

Role Subtype Network Engineer

Tech Domains Cisco Networking, Networking / TCP-IP, Telecom

Keywords for Your Resume

Network Support EngineereeroNetwork Support Engineers (NSE)SMEnetworkingfleet monitoringcustomer support practicesescalation point of contacttechnical recommendationsVoice of the CustomerT1T2T3incidentson-call rostercustomer and partner locationsmapping new installationstroubleshootingrepairinginstalling complex network solutions50% traveldomestically and internationally

Deal Breakers

Ability to travel (50% travel stated; domestically and internationally possible), Be part of the on-call roster and handle incidents

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Network Support Engineer, eero

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