Wifi is the foundation of the modern home. Without it, nothing works. eero, an Amazon company, is the first company to deliver a whole home WiFi experience using mesh technology, ensuring there isn’t a home layout or connected device we can’t handle. Fixing connectivity is, however, just the start. We’re working on the building blocks of the smart home by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud. A home that anticipates our needs, takes care of us and our families, keeps us safe and healthy, and saves money and energy.
eero is fixing all of this. It’s not easy, which is why we’ve built a world-class team and culture. We all believe deeply in what we’re doing, and, as importantly, enjoy doing it together.
Key job responsibilities
- Lead the coordination, implementation, and execution of failure analysis test, triage and inspection processes, and equipment for hardware field failures
- Lead the coordination, go/no go decision on field returns, tracking, reporting and closure of field quarantines, reworks or recalls
- Drive corrective actions related to field returns and review and verify non-conforming materials with factory engineering
- Documents systems-level defects, using a bug tracking system, and reports defects to developers. Identifies, analyzes, troubleshoots, and documents problems with program function, output, or content.
- Drive implementation of closed-loop systems on product related issues during EFFA (Early Field Failure Analysis) phase as data are collected and reported via social media, customer support, and the RMA centers.
- Understand and comply with networking policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels
- Work independently and with project team members to develop, design, control and meet deliverables, including quality plans, manufacturing and inspection documentation, triaging and failure analysis flow, and test methods
- Prepare clear and concise reports and recommendations for product teams up to senior executives to help drive business decisions and next generation architecture choices
- Analyze network degradation caused by capacity issues and formulate a plan to prevent it
- Provide expert level wireless/network support for the most complex issues elevated from the Customer Support Center, Sales, and Technical Services groups
- Build, analyze and mine data using various database systems, such as install base, NetSuite, Zendesk, JIRA, Looker, manufacturing test and external partners’ shop-floor traceability
- Travel for up to 10% of the year
