Work in Washington Veterans Jobs

Description

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 Network Support Engineering (NSE) Manager to oversee our global footprint of Network Support Engineers. NSE’s investigate customer and fleet impacting issues, serve as subject matter experts 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.

Key job responsibilities

As the leader for our NSE team, you will be responsible for our global team of Support Engineers. You’ll oversee scheduling, development, and technical support provided by the NSE team.

As the NSE Manager, you will:

• Serve as an expert on networking, fleet monitoring, and customer support practices

• Know how to discern which customer and service team asks are essential, can be queued, or omitted

• Actively manage executive, VIP, and fleet level escalations including customer communication and case assignment.

• Design methods to evaluate, measure, and improve our network engineering teams performance

• Work in partnership with Vendor and Internal Managers to monitor trends in customer contacts, driving resolutions for complex technical issues through deep dives, log collection and analysis.

• Work with our product and engineering teams to advocate for the customer experience, influencing decisions for key stakeholders outside of our organization

• Participate in strategic initiatives including long and short term business planning and reporting.

We are open to hiring candidates to work out of one of the following locations:

San Francisco, CA, USA | Seattle, WA, USA

Basic Qualifications

• Bachelor’s degree or equivalent experience

• 6+ years of network engineering experience

• 2+ years people management experience

• Advanced knowledge of wifi and networking protocols

• Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients

• Demonstrated ability to handle multiple, competing priorities in a fast-paced environment

Preferred Qualifications

• Advanced networking certifications (CWNE, etc)

• Previous experience managing incidents and customer communications.

• Previous experience managing teams with a global footprint

• Ability to travel both domestically and internationally (< 25%) to customer, partner, and internal office locations.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,300/year in our lowest geographic market up to $222,200/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. Applicants should apply via our internal or external career site.