Network Support Engineering Manager, eero

Job description

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.

About the team

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 a Network Support Engineering (NSE) Manager to oversee our global footprint of Network Support Engineers. NSE’s investigate customer and fleet impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. NSE’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.