Description

We are looking for a Senior Escalation Engineer to join our team at eero. The ideal candidate will be passionate about networking, with a deep understanding of Ethernet, network security protocols, WiFi, and broader networking concepts.

This role is critical in handling escalations, particularly those that are challenging to reproduce in the field. The Senior Escalation Engineer will spend 80% of their time managing escalations and 20% improving tooling to support the escalation process. This position offers an exciting opportunity to contribute to our team and to shape a new function within our organization.

Key job responsibilities

• Enhance whole home connectivity for eero products.

• Solve connectivity issues with comprehensive solutions.

• Optimize networking subsystems in OS kernels for better WiFi performance.

• Implement protocols for efficient mesh network management.

• Debug and optimize kernel-level system performance for stability.

• Improve integration of wireless drivers, firmware, hostap, and applications.

• Lead enhancements in testing procedures.

• Collaborate with OS, mobile, and cloud teams to deliver features.

About the team

At eero, our mission is to make technology in our homes just work, through fast, stable, and secure connectivity. As a leader in home WiFi systems, eero is committed to delivering exceptional whole-home connectivity solutions. We focus on innovative design, performance, and user-centric technology to ensure a seamless and robust WiFi experience in every home.

Basic Qualifications

• Comprehensive understanding of networking concepts, including but not limited to DHCP, DNS, WiFi, Ethernet, and network security protocols.

• Demonstrated ability to root cause and resolve complex, hard-to-reproduce issues in the field.

• Prior experience in an escalation role or similar customer support function.

• Proven ability to work collaboratively with engineering teams to resolve issues.

• Excellent written and verbal communication skills for effective issue tracking and resolution reporting.

Preferred Qualifications

• Experience in developing or improving tooling for better escalation management.

• Interest in growing this role into a team leadership position as the function expands.

• A strong focus on customer satisfaction and experience.

• Ability to work in a fast-paced environment and adapt to changing priorities.

• Relevant certifications (e.g., CWNA, CCNA, CompTIA Network+) are a plus.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.