Sr. Network Support Specialist; Customer Support

Sr. Network Support Specialist (Customer Support)
Job  | Amazon Commercial Services Pty Ltd

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 Sr. 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 Sydney, Australia 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
As a Sr. Network Support Specialist, you will:

Provide advanced technical support to customers and Tier 1 colleagues via phone, email, or chat

Configure network devices, including routers, switches, firewalls, and wireless access points

Troubleshoot complex network issues, such as routing, switching, and firewall problems - alongside the devices connecting to them

Thoroughly document all support interactions and their resolutions

Identify and escape complex issues to higher tier support teams

Provide guidance, mentoring, and on-the-job training to help junior team members continuously learn and improve

A day in the life
As a Sr. Network Support Specialist, you will take part in the day to day delivery of support provided to eero customers across the globe. You’ll serve as the escalation point of contact for customers and Tier 1 Network Support Specialists, seeking resolutions for technical and account related inquiries that require more in-depth problem-solving and may be time-sensitive. You will work directly with CS Engineering teams when issues are large, critical, or complex.

Basic Qualifications

Minimum of 2 years customer facing support experience with a minimum of 12 months in a technical support capacity

Experience Delivering courteous and efficient support to both external customers and internal colleagues

Ability to identify and troubleshoot technical issues efficiently and logically

Ability to Leverage data and analytics to solve problems effectively

Ability to effectively tailor your communication style and content of technical information, both verbally and in writing, to the needs and understanding level of your audience

Willingness for continuous learning that includes networking certifications during provided company time (e.g., CompTIA Network +)

Preferred Qualifications

Understanding of TCP/IP protocol suite and network infrastructure components (routers, switches), network operations (manage switching, VLANs, ACLs, Management access etc.), and troubleshooting methodologies using the OSI Model.

Certified Wireless Network Administrator (CWNA) certification (training provided)

Cisco Certified Network Associate (CCNA) (training provided)

Acknowledgement of country:

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

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 (Use the "Apply for this Job" box below). for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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