Technical Support Engineer

L3 Technical Support Engineer, Enterprise Networking and AV Solutions
Location:
Remote, Canada (British Columbia preferred)Department:
Customer Support and Services (CSS)Reports To:
Manager, L3 Technical SupportAbout the Role
NETGEAR is looking for a highly skilled, customer-focused L3 Technical Support Engineer to join our growing Enterprise Networking and AV technical support team. This is a remote position based in Canada, with a preference for candidates in British Columbia. You’ll work hours that line up with Pacific Time to support our North America customers.You’ll be the escalation point for L1 and L2 support. Working with our engineering teams, you’ll resolve complex networking and AV-over-IP issues for enterprise customers, MSPs, and integrators. You’ll support NETGEAR’s switches, WiFi access points, security gateways, and network management solutions, both cloud and on-premises. In this post-sales role, you’ll represent NETGEAR to our customers, bringing strong technical skills and excellent customer management to a fast-paced, high-growth environment.Key Responsibilities
Serve as the technical escalation point for Enterprise Networking and AV customers, working with them directly by phone whenever possibleDiagnose and resolve complex technical issues involving:
Layer 2 switching and Layer 3 routingQoS, IGMP, and STPNetwork and AV-over-IP hardwareWireless networkingAV protocols and interoperability (Dante, NDI, AES67, and others)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 experienceReplicate issues and validate fixes hands-on in lab environmentsDocument solutions, root causes, and workarounds in the knowledge baseStay current on emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updatesContribute to proactive support work, such as support guides, training for lower-tier support teams, and customer-facing webinars and documentationWhat You Bring
4+ years of experience in customer-facing technical support, network operations, or field support, ideally in enterprise or AV-over-IP switching environmentsFluent written and spoken English, with the ability to explain complex technical concepts to customers at any level of technical expertiseExtensive knowledge of networking protocols and topologiesHands-on expertise with:
VLANs, QoS, STP/RSTP, and Ethernet switching protocolsWireless networking deployment and troubleshootingRouting protocols and troubleshootingIGMP Snooping, Querier, and multicast traffic optimizationCLI troubleshooting tools, port mirroring, and packet capture analysis
Strong working knowledge of WiresharkExperience supporting or deploying NETGEAR switches or similar platforms (Cisco, Extreme, Aruba)Strong skills with technical documentation, ticketing systems, and remote diagnostic toolsNice to Have
Familiarity with ProAV systems and tools such as Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVXExperience supporting AV system integrators, event production, or ProAV deploymentsIndustry certifications such as NETGEAR Certified, CCNA, CWNA, Dante Level 2+, or AVIXA CTSA track record of working remotely and independentlyWho You Are
A confident problem solver who handles escalations calmly and professionallyCommitted to customer satisfaction, with a consultative approachA clear, effective communicator with customers, partners, and internal teamsDetail-oriented, with strong organization and documentation habitsCollaborative across Support, Engineering, and Product teamsFlexible with your hours when global customers need supportCompany Statement
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.
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