About the Roleeero, an Amazon company, builds mesh WiFi systems used by millions of households worldwide.
We are seeking a Network Support Specialist to join our Sydney-based team and provide exceptional customer support (via phone, email, and chat) for wireless networks enabled by eero devices.This role directly supports Mandarin-speaking customers across the APAC region.
As such, fluency in both Mandarin and English is an inherent requirement of the position.You should be comfortable working in a technical support setting, curious to learn, committed to your team, and intrinsically driven to help customers.
Prior networking knowledge is advantageous but not essential — we provide comprehensive training on WiFi fundamentals, networking concepts, and eero-specific tools.You will be part of an amazing team of intelligent, motivated, and supportive colleagues, withopportunities for career progression into senior support, engineering, or leadership roles.Key job responsibilitiesProvide advanced technical support to customers and colleagues via phone, email, or chatConfigure network devices, including routers, switches, firewalls, and wireless access pointsTroubleshoot complex network issues, such as routing, switching, and firewall problems - alongside the devices connecting to themThoroughly document all support interactions and their resolutionsIdentify and escalate complex issues to higher tier support teamsProvide guidance, mentoring, and on-the-job training to help junior team members continuously learn and improveA day in the lifeAs a Network Support Specialist,



you will take part in the day to day delivery of support provided to eero customers across the globe.
You'll work with your peer Network Support Specialists, seeking resolutions for technical and account related inquiries that require more in-depth problem-solving and may be time-sensitive.
You will work directly with CS Engineering teams when issues are large, critical, or complex.About the teamAt 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 powerful software, and tying it all together in the cloud.2+ years of customer support experienceExperience taking ownership and driving resolution on escalated customer issuesExperience handling customers and conflict resolution with a focus on quality for customer experienceExperience in web technologies and the internetSpeak, write, and read fluently in MandarinSpeak, write, and read fluently in EnglishWillingness for continuous learning that includes networking certifications (e.g. CompTIA Network +)Must have the right to work in AustraliaBe careful - Don't provide your bank or credit card details when applying for jobs.
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📌 Network Support Specialist - Mandarin-Speaking, Eero (New South Wales)
🏢 Amazon
📍 New South Wales