Job Description

Locations

• Seattle, Washington, United States
• San Francisco, California, United States
• Boise, Idaho, United States

Salary

Skills Required

• and publishing technical documentsintermediate
• technical supportintermediate
• automationintermediate
• at least 3 years focused on enterprise networkingintermediate
• managingintermediate
• Network protocols like DNS/DHCP/TCPintermediate
• loggingintermediate
• hospitality Property Management Systemsintermediate
• retail POS network requirementsintermediate
• MDU/bulk deploymentsintermediate
• high-density wireless deploymentsintermediate

Required Qualifications

• Bachelor's degree in a relevant field or equivalent work experience (experience)
• 3+ years of supporting and maintaining a corporate network environment experience (experience, 3 years)
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities (experience)
• Experience writing and publishing technical documents or equivalent (experience)
• Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments (experience)
• Experience recognizing a challenge and working with a variety of teams and data sources to diagnose the problem and recommend solutions (experience)
• Experience in technical support, or experience with automation and any version control tools and experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP) (experience)
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams (experience)
• 5+ years of engineering experience with at least 3 years focused on enterprise networking (experience, 5 years)
• Advanced networking knowledge with an emphasis on enterprise deployments (VLANs, routing, switching, 802.1X, RADIUS, captive portals, multi-site WAN architecture) (experience)
• Excellent business acumen with a track record of success managing enterprise customer relationships (experience)

Preferred Qualifications

• Experience in managing and troublshooting network, or experience in Network protocols like DNS/DHCP/TCP and experience managing full application stacks from the OS up through custom applications (experience)
• Experience with logging and monitoring tools, such as: AWS CloudWatch, Datadog, New Relic and Splunk (experience)
• CCNA or equivalent level networking certification, or Bachelor's degree (degree in equivalent level networking certification)
• Experience with hospitality Property Management Systems (PMS) and their network integration requirements (experience)
• Familiarity with retail POS network requirements and PCI compliance considerations (experience)
• Experience managing or supporting Managed Service Provider (MSP) relationships (experience)
• Working knowledge of MDU/bulk deployments and their unique network topology challenges (experience)
• Experience with high-density wireless deployments (100+ concurrent clients per AP) (experience)
• Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. (experience)
• Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. (experience)

Responsibilities

• Serve as an expert on enterprise networking, fleet monitoring, and multi-site deployment support practices.
• Handle complex enterprise network issues across corporate, hospitality, retail, MDU, and managed service environments, serving as the escalation point of contact for business leaders, IT directors, and MSPs.
• Drive enterprise support strategy, as defined by your leadership, and model technical troubleshooting methods for agents to follow across large-scale deployments.
• Work collaboratively with stakeholders across the organization—including enterprise sales, partner engineering, and product teams—acting as the Voice of the Customer when making technical recommendations. Investigate enterprise customer contacts, drilling into unique and complex networking issues involving VLANs, multi-site configurations, managed switches, captive portals, and high-density environments to support T1, T2, and T3 Agents.
• Visit enterprise customer and partner locations, diagnosing, repairing, and installing complex multi-node eero networks in corporate offices, hotels, retail stores, and other commercial environments.
• Be part of the on-call roster and handle enterprise-level incidents, including multi-site outages and partner escalations.

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