Join eero's Enterprise Support team and own complex network cases from first contact to resolution, working directly with enterprise customers across corporate, retail, ISP, and managed-service environments. You'll combine deep networking expertise with customer partnership to solve multi-site deployment challenges and shape the future of enterprise support at eero. Key job responsibilities - Own enterprise customer cases end-to-end, managing triage, troubleshooting, resolution, and documentation while serving as the primary point of contact throughout the customer journey. - Diagnose and resolve complex multi-site eero deployments, applying advanced networking knowledge to environments involving VLANs, routing, switching, 802.1X/RADIUS, captive portals, and WAN architecture. - Collaborate with specialized teams by escalating to Network Support Engineers (NSE) and engineering teams when cases require additional expertise, while retaining overall case ownership and accountability. - Document and share technical solutions from complex cases to build team runbooks, identify trending issues, and communicate insights to product and engineering teams. - Participate in on-call support for enterprise incidents, including multi-site outages and partner escalations, ensuring timely response and resolution. A day in the life As an Enterprise Network Support Specialist, you'll be the primary point of contact for enterprise customer cases, taking ownership from initial triage through final resolution. Your day involves diagnosing complex multi-site eero deployment, working with overlays and spokes, VLANs, 802.1X/RADIUS, captive portals, managed switches, and high-density wireless environments. You'll collaborate with our Network Support Engineers (NSE) and product teams when cases require specialized depth, while maintaining accountability for customer outcomes. You'll document each complex case to build our team's knowledge base, identify trending issues, and inform product improvements. You'll also participate in a shared on-call rotation to support enterprise incidents, including multi-site outages and partner escalations. Occasionally, you may travel domestically (less than 15% of the time) to support on-site enterprise deployments or partner escalations. About the team We're building eero's Enterprise Support function from the ground up, and you'll be instrumental in establishing how we serve our most complex customers. Our team works closely with partner success, engineering, and product teams to ensure customer success while feeding critical insights back into product development. We serve customers across diverse industries, from retail and corporate environments to ISPs and managed-service providers. Each with unique network architectures and business requirements. We're committed to doing the engineering work to find the right answer, not just the fast one, and we value technical depth paired with clear communication. As part of this founding team, you'll help define our support culture, processes, and standards while directly influencing how eero evolves to meet enterprise needs.