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 software, and tying it all together to the cloud. We are seeking a highly skilled Wi-Fi / RF Escalation Support Engineer to join our Customer Experience (CX) Engineering team. This role focuses on deep-level troubleshooting and diagnostics of wireless layer issues for customers. You will collaborate closely with other Network Development Engineers, Partner Success Managers and Core Engineering teams to resolve critical escalations, improve diagnostics, and codify learnings into repeatable solutions.
Key job responsibilities
As a member of our CX Engineering team, you will be looked upon as an SME for our products.
As an ESE you will :
Serve as the principal escalation point for Wi-Fi and RF issues, including roaming behavior, RF interference, channel planning, DFS events, and radio-level diagnostics.
Perform deep packet analysis, air captures, and RF troubleshooting using industry-standard tools.
Analyze client roam logs, band steering behavior, and system/kernel/supplicant/Hostap logs to identify root causes.
Collaborate with other teams to bring up test beds, reproduce issues in house.
Work with engineering to validate fixes, feature changes, and firmware improvements.
Build and maintain dashboards, monitoring tools, and automation scripts to improve diagnostics.
Codify recurring issues into runbooks, self-help guides, or automated resolution workflows.
Collaborate cross-functionally to ensure smooth knowledge transfer and preventive action plans.
Visit customer and partner locations, diagnosing, repairing, and installing complex eero networks. (Travel > 35%)
Be part of the on-call roster and handle incidents.
About the team
terested in exploring career opportunities with eero? Visit our careers page to view all open positions: https://www.amazon.jobs/content/en/teams/devices-services/hardware-eero?country%5B%5D=US&keyword%5B%5D=eero
