Escalation Engineer - Enterprise, eero

Senior • On-site

$127,400 - $212,800/yr

San Francisco, CA

DESCRIPTION

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

BASIC QUALIFICATIONS

- 5+ years in enterprise network support or escalation engineering.
- Deep networking knowledge across TCP/IP stack and enterprise protocols.
- Strong Wi-Fi expertise, including 802.11 standards and enterprise deployments.
- Proven experience troubleshooting large-scale, multi-site network deployments.
- Proficiency in reading and interpreting logs and telemetry.
- Experience with cloud-managed networking platforms and APIs (REST, GraphQL).
- Excellent analytical and communication skills, with the ability to work under pressure.
- Ability to translate packet captures to actionable data.

PREFERRED QUALIFICATIONS

- Experience in ISP, hospitality, or MDU Wi-Fi environments.
- Knowledge of network security best practices and compliance requirements.
- Scripting or automation experience for network diagnostics.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $127,400/year in our lowest geographic market up to $212,800/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.

Amazon

Amazon.com, Inc. founded in 1994 by Jeff Bezos in the cozy confines of his Seattle garage, Amazon.com, Inc. quickly evolved from a humble online bookstore to a colossal e-commerce powerhouse. Today, it offers an extensive range of products from DVDs and electronics to furniture and groceries. With a global footprint that spans continents—from Canada and the UK to Japan and Brazil—Amazon's presence is truly international. The company has not only diversified into various domains, including acquiring Twitch in 2014 and venturing into the film industry in 2015, but also introduced initiatives like the brand registry program to safeguard intellectual property. Despite the hurdles of labor relations and competitive practices, Amazon remains a dominant force in the global e-commerce landscape.