Sr. Field Support Engineer, eero

Job  |  Services LLC

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 to the cloud.

We are seeking a Sr. Field Support Engineer to join our team of existing Network Support Engineers (NSE) across the country. NSE’s investigate customer and fleet‑impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. NSE’s are the first line of support when it comes to identifying issues that can impact the customer experience, and this role will ensure we are meeting our commitments to customers across the globe.

• Serve as an expert on networking, fleet monitoring, and customer support practices.
• Handle complex network issues, serving as the 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. (50‑75% travel)
• Work collaboratively with stakeholders across the organization, acting as the Voice of the Customer when making technical recommendations.
• Investigate customer contacts, drilling into unique and complex networking issues to support T1, T2, and T3 Agents.
• Be part of the on‑call roster and handle incidents.
• Ability to travel both domestically and internationally (