At a Glance
- Tasks: Provide advanced tech support to English and Italian-speaking customers, solving complex network issues.
- Company: Join eero, a cutting-edge company revolutionising home connectivity.
- Benefits: Hands-on training, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities for mentorship and collaboration in a fast-paced environment.
- Why this job: Make a real impact by helping customers with their connectivity challenges.
- Qualifications: Bilingual in English and Italian, with networking knowledge preferred.
The predicted salary is between 33075 - 40425 £ per year.
This role would require you to speak, read and write in English & Italian at a minimum of B2 level. This role is 5 days a week but would require you to work on either Saturday or Sunday on a rotational basis.
At eero, we're on a mission to make connectivity just work. No dead zones, no buffering, no stress. We build the hardware, craft the software, and tie it all together in the cloud to deliver fast, reliable, and secure WiFi for homes and businesses. We're looking for a Sr. Network Support Specialist (Bilingual Italian & English) to join our London team. If you're someone who loves solving tricky tech problems, thrives on helping people, and can switch effortlessly between English and Italian, this could be your next move.
You will be supporting both English-speaking and Italian-speaking customers across the EMEA region and beyond, so being comfortable communicating in both languages is essential. If you've got some networking knowledge and a feel for WiFi and telecommunications, even better. We'll invest in your growth with hands-on training covering WiFi fundamentals, networking concepts, and all the eero specific tools you'll need to succeed.
You will be based in our London office, working alongside a brilliant, supportive team in a global company where your career can genuinely grow.
Key job responsibilities:
- Providing advanced technical support to both English-speaking and Italian-speaking customers, as well as Tier 1 colleagues, via phone, email, or chat.
- Getting hands on with network devices, configuring routers, switches, firewalls, and wireless access points.
- Troubleshooting complex network issues like routing, switching, and firewall problems, plus the devices connecting to them.
- Documenting every support interaction so the team can learn and improve together.
- Spotting complex issues and escalating them to higher tier support teams when needed.
- Mentoring and coaching junior team members, sharing what you know and helping them level up.
- Being the go-to person for our Italian-speaking customers across the EMEA region, making sure they get an exceptional experience in their own language, while also supporting English-speaking customers day to day.
No two days are the same. You'll be the escalation point for customers and Tier 1 specialists, tackling complex technical and account challenges that demand deeper problem-solving and quick thinking under pressure. When issues require further investigation, you'll collaborate directly with CS Engineering teams to find the right solution. Supporting both English-speaking and Italian-speaking customers, you'll play a vital role in our growing EMEA customer base — ensuring every customer feels heard and supported. It's fast-paced, rewarding, and genuinely impactful.
About the team: At eero, we believe connectivity should simply work — no dead zones, no buffering, no stress. Our Customer Support team is at the heart of that mission, ensuring every customer has a seamless experience from setup to daily use. Based in London, you'll join a collaborative, technically curious team that values knowledge-sharing, continuous improvement, and delivering world-class support. We're growing fast across EMEA, and your bilingual expertise will directly shape how we serve our expanding customer base.
Experience required:
- Experience in technical work related to computer systems and technology components.
- Experience handling customers and conflict resolution with a focus on quality for customer experience.
- Experience in MS Office, with an emphasis on Excel.
- Experience in web technologies and the internet.
- Experience taking ownership and driving resolution on escalated customer issues.
- Experience in technical support, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure.
- Experience demonstrating strong analytical abilities and confidence in the use of data.
- Experience in communicating technically, at a level appropriate for the audience.
- Speak, write, and read fluently in Italian and English at B2 level or above.
- Ability to identify and troubleshoot technical issues efficiently and logically.
- Experience handling customer escalations.
- Knowledge of TCP/IP networks.
- Certified Wireless Network Administrator (CWNA) certification (training provided).
- Cisco Certified Network Associate (CCNA) certification (training provided).
- Experience supporting customers across multiple European markets or in a multilingual environment.
Sr. Network Support Specialist - Italian & English, eero in London employer: Amazon
Amazon is an exceptional employer, offering a dynamic internship experience in the vibrant region of Yorkshire and the Humber. With a strong focus on employee growth, interns benefit from hands-on project delivery, collaboration with industry experts, and a clear pathway to graduate opportunities, all within a supportive work culture that values innovation and data-driven decision-making.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Network Support Specialist - Italian & English, eero in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Amazon. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Amazon before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Sr. Network Support Specialist - Italian & English, eero in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Amazon:Your cover letter is your chance to shine! Tell us why you want to work at Amazon specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Amazon!
How to prepare for a job interview at Amazon
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
