Amazon Escalation Engineer - Enterprise eero 

United States, California, San Francisco 

797868913

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:- 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.

- 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.

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