At eero, we pride ourselves on providing every customer with 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 small business solutions and smart homes, by designing our own hardware, enabling it with powerful software, and tying it all together in the cloud.We are seeking a Network Support Specialist to provide exceptional customer support (via phone, email, and chat) on wireless networks enabled by eero devices. You should be comfortable working in a technical support environment, curious to learn about eero support processes and tools, committed to doing the best for your team, and intrinsically driven to help customers.Knowledge of computer networking, along with WiFi and telecommunications, is advantageous but not essential. We provide comprehensive training on all technical aspects of the role, including WiFi fundamentals, networking concepts, and eero-specific tools. This role will be working out of our office in Boise, Idaho, providing an opportunity to work with an amazing team of intelligent, motivated, and supportive colleagues and be part of a growing global company that offers a range of career opportunities.Key Job ResponsibilitiesProvide frontline technical support to customers via phone and emailConfigure network devices, including routers, switches, firewalls, and wireless access pointsTroubleshoot common network issues, such as connectivity problems, Wi-Fi issues, VPN problems, etc.Thoroughly document all support interactions and their resolutionsIdentify and escalate complex issues to higher tier support teamsA Day in the LifeAs a Network Support Specialist, you will take part in the day-to-day delivery of technical support provided to customers across the globe. You’ll serve as the initial point of contact for customers, seeking resolutions for technical and account-related inquiries.Basic Qualifications12 months customer-facing support experience with a minimum of 6 months in a technical support capacityExperience delivering courteous and efficient support to external customersAbility to identify and troubleshoot issues logically and efficientlyWork a flexible schedule/shift/work area, including weekends, nights, and/or holidaysWillingness for continuous learning that includes networking certifications during provided company time (e.g., CompTIA Network +)Preferred QualificationsCompTIA Network+ (nice to have/will train)Certified Wireless Technology Specialist (CWTS) certification (nice to have/will train)Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35,800/year in our lowest geographic market up to $65,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.
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