Technical Support Engineer

Richmond, BC, Remote. Posted 22 days ago

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 involving 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 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 turns ideas into innovative networking products that connect people, power businesses, and advance the way we live. They are a performance-driven team committed to delivering world-class products.