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.

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.