Support Engineer - Level 2

NETGEAR Enterprise

Job Description: L3 Technical Support Engineer – IT & AV Solutions

Location: Remote or regional-based

Department: Customer Support and Services (CSS)

Reports To: Manager, L3 Technical Support

Job Summary

NETGEAR is seeking a highly skilled and customer-oriented L3 Technical Support Engineer to join our growing IT & AV technical support organization. In this role, you will act as a critical escalation point between L1/L2 support and engineering teams to resolve complex networking and AV-over-IP issues for our professional customers. You will support IT & AV integrators, consultants, and end-users by troubleshooting configurations, performing diagnostics, and guiding best practices to ensure reliable deployments of NETGEAR’s line of switches, WiFi access points and related technologies. This position combines deep technical troubleshooting, strong communication, and a passion for solving networking challenges in a dynamic, high-growth environment.

Key Responsibilities

· Act as the technical support escalation point for IT and AV customers, providing in-depth troubleshooting and resolution for escalated tickets involving NETGEAR equipment, with a preference in engaging customers directly by phone.

· Diagnose and resolve complex technical issues related to:
- Layer 2 and Layer 3 switching
- QoS / IGMP / STP
- AV protocols and interoperability (Dante, NDI, AES67, etc.)

- Routing protocols

- Wireless networking

· Collaborate with engineering and product teams to escalate and resolve bugs or undocumented behaviors, ensuring high customer satisfaction.

· Assist with advanced configurations, firmware validation, and product behavior replication in lab environments.

· Document solutions, root causes, and workarounds in the knowledge base to support continuous improvement of support operations.

· Provide feedback to product and development teams regarding recurring issues, customer feature requests, and usability improvements.

· Stay up to date with emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates.

· Contribute to proactive support initiatives, including support guides, training for lower tier support teams, and customer-facing webinars or documentation.

· Monitor for, identify and report on trends in escalations.

Qualifications

· 2–4+ years of experience in technical support, network operations, or field support roles, ideally in AV-over-IP or enterprise switching environments.

· Hands-on expertise with:
- IGMP Snooping, Querier, and multicast traffic optimization
- VLANs, QoS, STP/RSTP, and Ethernet switching protocols
- CLI troubleshooting tools, port mirroring, and packet capture analysis

- Wireless networking deployment and troubleshooting

· Familiarity with ProAV systems and tools: Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX.

· Experience working with NETGEAR switches or similar platforms (Cisco, Extreme, Aruba) in support or deployment.

· Proficiency in technical documentation, ticketing systems, and remote diagnostic tools.

· Industry certifications (NETGEAR Certified, Dante Level 2+, AVIXA CTS, CCNA or CWNA) are preferred.

· Experience supporting AV system integrators, event production, or ProAV deployments is highly desirable.

Attributes

· Strong problem-solving skills and the ability to manage escalations with confidence and professionalism.

· Clear and effective written and verbal communication with customers, partners, and internal teams.

· Detail-oriented with strong organizational and documentation habits.

· Collaborative mindset to work across teams (Support, Engineering, Product).

· Willingness to work flexible hours to support global customers when needed.

· Highly organized with exceptional time management skills.

Optional / Role Expansion

• Opportunity to contribute to internal lab validations and test case development.
• Assist in onboarding and mentoring junior support team members.

Company Statement/Values:  

At NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.  

We're a performance-driven, talented and connected team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the Next Gear by living our values: we Dare to Transform the future, Connect and Delight our customers, Communicate Courageously with each other and collaborate to Win It Together. You’ll find our values woven through our processes, present in our decisions, and celebrated throughout our culture. 

We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity. 

NETGEAR hires based on merit. All qualified applicants will receive equal consideration for employment. All your information will be kept confidential according to EEO guidelines.