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Network Support Engineering Manager, eero
Amazon · San Francisco, CA · Posted 51 days ago
Lead a global Network Support Engineering team and serve as the escalation point for executive, VIP, and fleet-level connectivity incidents at eero.
As the leader for our NSE team, you will be responsible for our global team of Support Engineers. You’ll oversee scheduling, development, and technical support provided by the NSE team.
As the NSE Manager, you will: 1. Serve as an expert on networking, fleet monitoring, and customer support practices.
2. Know how to discern which customer and service team asks are essential, can be queued, or omitted.
3. Actively manage executive, VIP, and fleet level escalations and incidents including customer communication and case assignment.
4. Design methods to evaluate, measure, and improve our network engineering teams performance
5. 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.
6. Work in partnership with our product and engineering teams to advocate for the customer experience, influencing decisions for key stakeholders outside of our organization.
7. Participate in strategic initiatives including long and short term business planning and reporting.
8. Lead technical staff responsible for validating pre-release prototype hardware and software.
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There are 17,473 open roles at Amazon right now. This role is one of 83 Engineering Manager openings in San Francisco, CA and centers on Network Engineering, People Management, Wifi, and Networking Protocols.
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