L3 Technical Support Engineer - Enterprise Networking & AV Solution

The role

You will serve as the technical escalation point for Enterprise Networking and AV customers. You will resolve complex networking and AV-over-IP issues for enterprise customers, MSPs, and integrators using NETGEAR switches, WiFi access points, security gateways, and management solutions.

What you will do

• Serve as the technical escalation point for Enterprise Networking and AV customers via phone
• Diagnose and resolve complex technical issues involving Layer 2 switching and Layer 3 routing
• Resolve issues involving QoS, IGMP, and STP
• Troubleshoot Network and AV-over-IP hardware
• Troubleshoot wireless networking
• Resolve AV protocols and interoperability issues
• Support cloud-based and on-premises management platforms
• Work with engineering and product teams to resolve complex issues and bugs
• Replicate issues and validate fixes hands-on in lab environments
• Document solutions, root causes, and workarounds in the knowledge base

Required qualifications

• 4+ years of experience in customer-facing technical support, network operations, or field support
• Fluent written and spoken English
• 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

About the company

NETGEAR is on a mission to unleash the full potential of connectivity with intelligent solutions. They are a performance-driven team that turns ideas into innovative networking products.