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 an Enterprise Escalation Support Engineer to handle the most complex escalations from enterprise customers. This role requires deep networking expertise, advanced troubleshooting skills, and the ability to work closely with engineering teams to resolve critical issues impacting large-scale deployments. You will act as the final escalation point within the Customer Engineering org and 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 Customer Engineering team, you will be looked upon as an SME for our products.
As an ESE, you will:
- Act as the primary escalation point for enterprise customers, driving resolution of critical and complex technical issues.
- Diagnose and troubleshoot deep networking problems, including TCP/IP, DHCP, NAT, DNS, VLANs, and SD-WAN.
- Apply advanced understanding of Wi-Fi standards (802.11a/b/g/n/ac/ax/be) and mesh network behavior under load, interference, and coverage constraints.
- Support large-scale deployments such as Branch Offices, Hotels, MDUs, ISP fleets, and enterprise sites.
- Perform site-wide vs. client-specific failure isolation.
- Guide AP onboarding, controller-less mesh configuration, and site survey best practices.
- Troubleshoot enterprise authentication setups (WPA2-Enterprise, RADIUS, captive portals).
- Interpret eero logs, Looker dashboards, and internal telemetry to identify patterns and systemic issues.
- Use log diffing, error correlation, and temporal analysis to pinpoint root causes.
- Investigate cloud-to-device communication failures, API calls, firmware pushes, and configuration propagation.
- Collaborate with security teams on privacy-impacting escalations and security concerns (MAC spoofing, rogue APs, etc.).
- Maintain compliance awareness for regulated customer accounts and ISP environments.
About the team
Interested 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
