Network Support Specialist Mandarin-Speaking, eero

About the Role
eero 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 environment 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 with
opportunities for career progression into senior support engineering or leadership roles.


Key job responsibilities
As a Network Support Specialist you will:
- Provide advanced technical support to customers and colleagues via phone email or chat
- Configure network devices including routers switches firewalls and wireless access points
- Troubleshoot complex network issues such as routing switching and firewall problems - alongside the devices connecting to them
- Thoroughly document all support interactions and their resolutions
- Identify and escalate complex issues to higher tier support teams
- Provide guidance mentoring and on-the-job training to help junior team members continuously learn and improve


A day in the life
As a Network Support Specialist you will take part in the day to day delivery of support provided to eero customers across the globe. Youll 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 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. Were 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 experience
- Experience taking ownership and driving resolution on escalated customer issues
- Experience handling customers and conflict resolution with a focus on quality for customer experience
- Experience in web technologies and the internet
- Speak write and read fluently in Mandarin
- Speak write and read fluently in English
- Willingness for continuous learning that includes networking certifications (e.g. CompTIA Network )
- Must have the right to work in Australia

- Experience in technical work related to computer systems and technology components
- Experience in technical support
- Network or Security certification
- Bachelors degree
- Experience with networking fundamentals including hands-on experience with load balancers switches routers etc.

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1