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. 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 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. 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.

Basic Qualifications

- 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

Preferred Qualifications

- Experience in technical work related to computer systems and technology components
- Experience in technical support
- Network or Security certification
- Bachelor's 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.