About the job
Job Description: Senior Technical Support Engineer (Level 3)
Location: Remote or regionally based
Department: Customer Support and Services (CSS)
Reports To: Manager, L3 Technical Support
Job Summary
At NETGEAR, we are on the lookout for a talented and customer-focused Level 3 Technical Support Engineer to join our expanding IT & AV technical support team. In this pivotal role, you will serve as a vital escalation point between our Level 1/Level 2 support teams and engineering, tackling intricate networking and AV-over-IP issues for our esteemed professional clientele. Your responsibilities will include assisting IT & AV integrators, consultants, and end users by troubleshooting configurations, conducting diagnostics, and promoting best practices to ensure seamless deployments of NETGEAR’s range of switches, WiFi access points, and associated technologies. This role demands a blend of deep technical troubleshooting expertise, excellent communication skills, and a fervent dedication to resolving networking challenges in a fast-paced, growth-oriented environment.
Key Responsibilities
· Serve as the technical support escalation point for IT and AV customers, delivering thorough troubleshooting and resolution for advanced tickets involving NETGEAR equipment, with a preference for direct customer engagement via phone.
· Diagnose and address complex technical challenges related to:
- Layer 2 and Layer 3 switching
- QoS / IGMP / STP
- AV protocols and interoperability (Dante, NDI, AES67, etc.)
- Routing protocols
- Wireless networking
· Collaborate closely with engineering and product teams to escalate and rectify bugs or undocumented behaviors, ensuring optimal customer satisfaction.
· Aid in advanced configurations, firmware validation, and product behavior replication within laboratory settings.
· Document solutions, root causes, and workarounds within the knowledge base to facilitate the continuous enhancement of support operations.
· Provide insights to product and development teams regarding recurring issues, customer feature requests, and usability enhancements.
· Stay informed about emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates.
· Participate in proactive support initiatives, such as developing support guides, training lower-tier support teams, and creating customer-facing webinars or documentation.
· Monitor, identify, and report trends in escalations.
Qualifications
· 2–4+ years of experience in technical support, network operations, or field support roles, particularly in AV-over-IP or enterprise switching environments.
· Strong analytical and troubleshooting skills, with the ability to work collaboratively with multi-disciplinary teams.
· Excellent verbal and written communication skills, with a focus on customer engagement.
· A passion for technology and problem-solving.

