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 powerful software, and tying it all together to the cloud.
We are seeking a Support Engineering Manager to oversee our global footprint of CX Support Engineers. Support Engineers (SE) investigate individual customer and fleet impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide personalized escalation support to senior leadership. SE's are the first line of support when it comes to identifying issues that can impact the customer experience, and this role will ensure we are meeting our commitments to customers across the globe.
The Support Engineering Manager role carries significant responsibility for managing complex technical escalations, ensuring strong stakeholder communication, and developing a high-performing engineering team. You will have the opportunity to operate with a high degree of ownership and independence, proactively managing, and driving operational improvements, while developing mechanisms that improve customer experience and team effectiveness. This includes the ability to independently lead a team, manage ambiguity, drive complex investigations, and influence cross-functional stakeholders.
A day in the life
As the leader for our Support Engineering team, you will be responsible for our global team of Support Engineers. You'll oversee scheduling, development, and technical support provided by the SE team.
As the Support Engineering Manager, you will:
Serve as an expert on networking, fleet monitoring, and customer support practices
- Know how to discern which customer and service team asks are essential, can be queued, or omitted
- Actively manage executive, VIP, and fleet level escalations including customer communication and case assignment. This includes nights and weekends
- Design methods to evaluate, measure, and improve our network engineering team's performance
- Work in partnership with Vendor and Internal Managers to monitor trends in customer contacts, driving resolutions for complex technical issues through deep dives, log collection and analysis
- Represent the CX org with our product and engineering teams to advocate for the customer experience, influencing decisions for key stakeholders outside of our organization
- Participate in strategic initiatives including long and short term business planning and reporting
- Ability to travel both domestically and internationally (<25%) to customer, partner, and internal office locations
