Technical Support Engineer Level 3
Remote or regional-basedFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–4+ years
- Required Skills
- CiscoTroubleshooting
Requirements
- 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.
- 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, 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.
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.
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