Support Engineer - Level 3

2–4+ years of experience in technical support, network operations, or field support roles. Hands-on expertise with IGMP Snooping, Querier, multicast traffic optimization. Hands-on expertise with VLANs, QoS, STP/RSTP, and Ethernet switching protocols. Hands-on expertise with CLI troubleshooting tools, port mirroring, and packet capture analysis. Hands-on expertise with Wireless networking deployment and troubleshooting. Familiarity with ProAV systems and tools (Dante Controller, Q-SYS, NDI Studio Monitor, AMX, Crestron NVX). Experience working with NETGEAR switches or similar platforms (Cisco, Extreme, Aruba). 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.

Act as technical support escalation point for IT and AV customers. Diagnose and resolve complex technical issues related to Layer 2/3 switching, QoS, IGMP, STP, AV protocols, routing, and wireless networking. Collaborate with engineering and product teams to escalate and resolve bugs. Assist with advanced configurations, firmware validation, and product behavior replication. Document solutions, root causes, and workarounds. Provide feedback to product and development teams. Stay up to date with networking and AV technologies. Contribute to proactive support initiatives like support guides and training. Monitor and report on trends in escalations. Contribute to internal lab validations and test case development. Assist in onboarding and mentoring junior support team members.