Amazon Escalation Engineer - Wi-Fi eero 

United States, California 

105036722

Key job responsibilities
As a member of our CX Engineering team, you will be looked upon as an SME for our products.
As an ESE you will :
Serve as the principal escalation point for Wi-Fi and RF issues, including roaming behavior, RF interference, channel planning, DFS events, and radio-level diagnostics.
Perform deep packet analysis, air captures, and RF troubleshooting using industry-standard tools.
Analyze client roam logs, band steering behavior, and system/kernel/supplicant/Hostap logs to identify root causes.Work with engineering to validate fixes, feature changes, and firmware improvements.
Build and maintain dashboards, monitoring tools, and automation scripts to improve diagnostics.
Codify recurring issues into runbooks, self-help guides, or automated resolution workflows.
Be part of the on-call roster and handle incidents.

- Strong knowledge of 802.11 protocols (a/b/g/n/ac/ax/be)
- Proven RF debugging experience: channel overlap, signal attenuation, SNR, RSSI analysis
- Proficiency with Wireshark (air captures), Ekahau, MetaGeek, CLI tools, network analyzers, and signal analyzers
- Experience reading and interpreting system logs, kernel logs, supplicant logs, and Hostap logs
- Scripting and coding skills in Python, SQL, and Regex for log parsing, tool development, and ETL workflows
- Experience building dashboards using Looker or internal BI tooling
- Understanding of LLMs for log summarization and parsing

- Ability to read source code and make minor modifications to assist in debugging
- Experience with data pipelines and lightweight ETL processes
- Strong documentation skills to create runbooks and knowledge base content.
- Experience supporting Enterprise software applications
- Familiarity with eero telemetry, feature flags, and metrics (radio stats, beacon frames, retries) using tools like Looker or RedashPursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.