Escalation Engineer - Enterprise, eero

At eero, an Amazon company, we are revolutionizing home and business connectivity through innovative networking solutions. As an Enterprise Escalation Support Engineer, you will play a crucial role in maintaining our world-class customer experience by handling the most complex technical challenges for our enterprise clients.

The position requires an expert-level understanding of networking technologies, including TCP/IP, DHCP, NAT, DNS, VLANs, and SD-WAN. You'll be working with cutting-edge Wi-Fi standards (802.11a/b/g/n/ac/ax/be) and solving complex mesh network challenges in large-scale deployments across various enterprise environments including Branch Offices, Hotels, MDUs, and ISP fleets.

As the final escalation point within the Customer Engineering organization, you'll collaborate closely with Network Development Engineers, Partner Success Managers, and Core Engineering teams. Your role involves not just solving immediate technical issues, but also improving diagnostics and creating repeatable solutions that enhance our overall service quality.

The position offers competitive compensation ranging from $127,400 to $212,800 per year, depending on location, plus additional benefits including equity and sign-on payments. You'll be joining Amazon's devices division, specifically the eero team, which is known for its innovative approach to solving connectivity challenges.

This role is perfect for someone who thrives on solving complex technical challenges, has a deep understanding of enterprise networking, and wants to work at the forefront of networking technology. You'll be part of a team that's not just fixing connectivity issues, but building the future of smart home and business networking solutions.

The position requires strong analytical skills, excellent communication abilities, and the capacity to work effectively under pressure. You'll need to be proficient in interpreting complex technical data, from packet captures to system logs, and translating that information into actionable solutions. The role also involves maintaining awareness of compliance requirements for regulated customer accounts and ISP environments.