Technical Support Engineer

Overview

NETGEAR is seeking an L3 Technical Support Engineer to serve as the technical escalation point for Enterprise Networking and AV customers, resolving complex networking and AV-over-IP issues in a post-sales role.

What you'll do

• Serve as the technical escalation point for Enterprise Networking and AV customers, working with them directly by phone whenever possible
• Diagnose and resolve complex technical issues involving Layer 2 switching and Layer 3 routing, QoS, IGMP, and STP
• Diagnose and resolve complex technical issues involving network and AV-over-IP hardware, wireless networking, AV protocols and interoperability (Dante, NDI, AES67, and others), and cloud-based and on-premises management platforms
• Work with engineering and product teams to resolve complex issues and bugs, and share feedback that improves the customer experience
• Replicate issues and validate fixes hands-on in lab environments
• Document solutions, root causes, and workarounds in the knowledge base
• Stay current on emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates
• Contribute to proactive support work, such as support guides, training for lower-tier support teams, and customer-facing webinars and documentation

What you'll need

• 4+ years of experience in customer-facing technical support, network operations, or field support, ideally in enterprise or AV-over-IP switching environments
• Fluent written and spoken English, with the ability to explain complex technical concepts to customers at any level of technical expertise
• Extensive knowledge of networking protocols and topologies
• Hands-on expertise with VLANs, QoS, STP/RSTP, and Ethernet switching protocols
• Hands-on expertise with wireless networking deployment and troubleshooting
• Hands-on expertise with routing protocols and troubleshooting
• Hands-on expertise with IGMP Snooping, Querier, and multicast traffic optimization
• Hands-on expertise with CLI troubleshooting tools, port mirroring, and packet capture analysis
• Strong working knowledge of Wireshark
• Experience supporting or deploying NETGEAR switches or similar platforms (Cisco, Extreme, Aruba)
• Strong skills with technical documentation, ticketing systems, and remote diagnostic tools

Nice to have

• Familiarity with ProAV systems and tools such as Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX
• Experience supporting AV system integrators, event production, or ProAV deployments
• Industry certifications such as NETGEAR Certified, CCNA, CWNA, Dante Level 2+, or AVIXA CTS
• A track record of working remotely and independently

Details

• Location: Remote, Canada (British Columbia preferred)
• Work mode: Remote
• Working hours aligned with Pacific Time to support North America customers
• Flexible with hours when global customers need support
• Reports to: Manager, L3 Technical Support
• Department: Customer Support and Services (CSS)