Network Support Engineering Manager, eero

As NSE Manager you lead a global team of Network Support Engineers, guiding scheduling, development, and technical support. You will be the go-to expert for networking, fleet monitoring, and customer support practices, while managing escalations and coordinating across product, engineering, and CX teams. You will shape how we evaluate performance, drive issue resolution, and advocate for the customer experience in strategic initiatives. This is a chance to influence hardware-software-cloud integration at scale and deliver world-class connectivity.

• health insurance (medical, dental, vision)
• RSUs and sign-on payments
• 401(k) matching
• paid time off
• parential leave
• comprehensive benefits package

• Oversee global NSE team: scheduling, development, and technical support.
• Manage executive, VIP, and fleet escalations with customer communication and case assignment.
• Design metrics and processes to measure and improve team performance.
• Collaborate with Vendors and Internal Managers to analyze trends and drive resolutions for complex issues.
• Partner with product and engineering to advocate for customer experience and influence stakeholders.
• Contribute to strategic initiatives including short- and long-term planning and reporting.
• Lead staff validating pre-release prototype hardware and software.

• Bachelor's degree in Computer Science, Computer Engineering or related technical discipline
• 6+ years of network engineering experience
• 2+ years of people management experience
• Excellent written and verbal communication, capable of presenting complex information to executives and non-technical leaders
• Experience prioritizing multiple assignments in fast-paced environments
• Strong knowledge of wifi and networking protocols
• Ability to manage escalations and coordinate cross-functional efforts

• strong communication skills
• leadership
• stakeholder management
• wifi and networking protocols
• network engineering expertise
• log collection and analysis