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Senior Network Support Engineer - Amazon.com
Software Engineer
Senior Network Support Engineer responsible for diagnosing and resolving complex connectivity issues across eero’s home and small‑business product lines, leveraging Wi‑Fi, Linux, SDN, and AWS expertise to ensure reliable, secure network performance.
About the role
Key Responsibilities
- Investigate and resolve high‑impact customer and fleet‑wide connectivity incidents, using advanced network diagnostics and root‑cause analysis.
- Serve as a subject‑matter expert on Wi‑Fi, SDN, and cloud‑based network services, providing guidance to support teams and product engineers.
- Collaborate with cross‑functional teams to design and implement network improvements, including firmware updates, configuration changes, and automated monitoring.
- Document findings, create detailed incident reports, and contribute to knowledge‑base articles to reduce repeat incidents.
- Participate in on‑call rotations, ensuring 24/7 coverage for critical network events.
Requirements
- 5+ years of experience in network support or engineering, with deep knowledge of Wi‑Fi standards and SDN concepts.
- Proficiency with Linux networking tools, packet capture, and performance monitoring.
- Hands‑on experience with AWS networking services (VPC, Direct Connect, Route 53).
- Strong analytical skills, ability to troubleshoot complex, multi‑layer network problems.
- Excellent communication skills and a customer‑centric mindset.