Position Details

Type Full-Time

Experience senior

Exp. Years Not specified

Education Not specified

Category Networking & Telecom

About this role

Senior field network engineer for eero hardware and services, delivering on-site and remote support, incident management, and customer advocacy.

Key Responsibilities

Serve as an expert on networking, fleet monitoring, and customer support practices
Handle complex network issues, escalation point of contact for business leaders, IT staff, MSPs, and residential installations
Visit customer and partner locations, mapping new installations, troubleshooting, repairing, and installing complex network solutions
Mentor CX Agents, while working alongside them on customer issues
Be part of the on-call roster and handle incidents

Technical Overview

Focus on networking expertise, field support, and customer-facing incident management with travel to customer sites (50-75%).

Ideal Candidate

The ideal candidate is a senior field network engineer with strong customer-facing skills, able to travel up to 75% to support customers and partners, and able to mentor CX agents.

Must-Have Skills

Ability to travel domestically and internationally (50-75% travel)Expertise in networking and customer support practicesExperience mentoring CX AgentsVisit customer and partner locations for installations and troubleshooting

Nice-to-Have Skills

Experience with on-call incident responseEnterprise networking experienceExperience with field support or field engineering

Required Skills

Senior field network experience; customer-facing support; field installation and troubleshooting; mentoring CX agents; on-site and travel readiness

Hard Skills

NetworkingFleet monitoringTroubleshooting complex network issuesOn-site supportIncident managementEscalation handling

Soft Skills

MentoringCommunicationCollaborationProblem-solvingTime managementTravel readiness

Industry & Role

Industry Telecom

Job Function Senior network field support engineer for eero hardware and services

Role Subtype Field Technician

Tech Domains Networking / TCP-IP, Cisco Networking, Linux, Windows Server, VoIP / Unified Communications, ITSM / ServiceNow

Keywords for Your Resume

Sr. Field Support Engineereeronetworkingfleet monitoringcustomer support practicesVoice of the Customeron-call rostertravel 50-75%T1T2T3domestic travelinternational travelfield support engineerresidential installationsMSPsIT staffNSEcustomer supporton-siteon-callvoice of the customer

Deal Breakers

Inability to travel up to 75%, Lack of networking/field support experience, No customer-facing experience

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Sr. Field Support Engineer, eero

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