Support Engineering Manager, CX Eng

Amazon

Boise, ID, US
**
Network engineering expertise
Fleet monitoring and analysis
Executive escalation management
** Amazon is seeking a Support Engineering Manager for its eero division in Boise, ID, focused on ensuring customer satisfaction through effective management of technical support operations. The role requires managing a global team of Support Engineers, overseeing technical escalations, and driving operational improvements to enhance the customer experience. **

Job Summary

  • The role involves overseeing a global footprint of Support Engineers who investigate individual and fleet-impacting issues.
  • You will actively manage executive, VIP, and fleet-level escalations including customer communication and case assignment.
  • The position requires representing the CX organization with product and engineering teams to advocate for the customer experience.

Matching Summary

Match Score: 75

** Amazon is seeking a Support Engineering Manager for its eero division in Boise, ID, focused on ensuring customer satisfaction through effective management of technical support operations. The role requires managing a global team of Support Engineers, overseeing technical escalations, and driving operational improvements to enhance the customer experience. **

Skills & Requirements

Must-have

  • Network engineering expertise
  • Fleet monitoring and analysis
  • Executive escalation management
  • Cross-functional stakeholder influence
  • Global team leadership

Nice-to-have

  • Proactive operational improvement mindset
  • Ability to manage ambiguity
  • Strategic business planning participation
  • Vendor partnership management
  • High degree of ownership

Key Requirements

  • Experience managing complex technical escalations
  • Strong stakeholder communication skills
  • Background in networking and fleet monitoring
  • Leadership capability for high-performing teams

Work Rights

Not specified

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