Escalation Engineer - Wi-Fi, eero

At eero, an Amazon company, we're revolutionizing home and business connectivity through advanced Wi-Fi solutions. As an Escalation Engineer on our Customer Experience (CX) Engineering team, you'll be at the forefront of solving complex wireless networking challenges. This role combines deep technical expertise in Wi-Fi/RF technologies with customer-facing problem resolution.

You'll serve as the principal escalation point for sophisticated Wi-Fi and RF issues, conducting in-depth analysis using industry-standard tools and techniques. The position requires mastery of wireless protocols, debugging tools, and system diagnostics. You'll work closely with engineering teams to reproduce and resolve issues, while also developing tools and automation to improve our diagnostic capabilities.

The role involves significant customer interaction, with over 35% travel to customer and partner locations for hands-on problem resolution. You'll be responsible for creating comprehensive documentation, building monitoring solutions, and establishing best practices for issue resolution. This position offers the opportunity to directly impact product improvement through close collaboration with core engineering teams.

Key technical areas include 802.11 protocols, RF analysis, packet capture analysis, system logging, and scripting/automation. You'll need strong skills in Python, SQL, and dashboard development, along with the ability to work effectively under pressure in an on-call rotation.

This is an excellent opportunity for a seasoned networking professional who combines deep technical knowledge with strong problem-solving and communication skills. You'll be part of a team that's dedicated to delivering exceptional customer experiences while advancing the state of home and business networking technology.