Beta Network Support Engineer

About the Role

The Beta Network Support Engineer at Amazon, working for eero, plays a crucial role in supporting hardware, software, and mobile app development cycles for eero’s Beta program. The role involves troubleshooting, bug evaluation, cross-team collaboration, and ensuring successful transition of product releases to production.

Key Job Responsibilities

• Identify, document and track software defects throughout their life cycle.
• Troubleshoot complex technical issues spanning hardware, software, and network logs.
• Collaborate with Engineering, Product, and Customer Experience teams to implement fixes.
• Analyze test results and provide detailed reports to stakeholders.
• Lead the review and authorship of Beta content and support documentation.
• Participate in product and design reviews offering a Beta perspective.
• Travel domestically and internationally to diagnose, repair, and install complex eero networks.

A Day in the Life

The Beta Network Support Engineer will mentor CX agents, work in fast-paced environments and use analytics to drive improvements across support mechanisms and processes. The role requires independent idea generation and attentiveness to both strategic and tactical details.

Basic Qualifications

• 3+ years technical support or software development experience.
• Proven troubleshooting and debugging skills.
• Experience with collaborative projects and data driven analysis.
• Excellent communication and business acumen.
• Bachelor’s degree or equivalent experience.

Preferred Qualifications

• 4+ years of relevant experience.
• Experience with Salesforce, JIRA and network certifications like CCNA.
• Experience supporting Beta test environments and driving process improvements.

Key Skills/Competency

• Troubleshooting
• Technical Support
• Bug Tracking
• Network Diagnostics
• Collaboration
• Data Analysis
• Software Testing
• Process Improvement
• Customer Support
• Cross-functional Communication