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Technical Support Engineer

Technical Support Engineer

N
NETGEAREnterprise networking and AV
Remote, Canada (British Columbia preferred), Pacific TimeFull-TimeMiddle
SalaryCA$67K - CA$76K; CA$67K – CA$76K • Offers Equity • Offers Bonus
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Job Details

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

Requirements

  • Have 4+ years of experience in customer-facing technical support, network operations, or field support.
  • Bring experience ideally in enterprise or AV-over-IP switching environments.
  • Be fluent in written and spoken English and able to explain complex technical concepts to customers with varying technical expertise.
  • Have extensive knowledge of networking protocols and topologies.
  • Bring hands-on expertise with VLANs, QoS, STP/RSTP, and Ethernet switching protocols.
  • Have experience deploying and troubleshooting wireless networking and troubleshooting routing protocols.
  • Know IGMP Snooping, Querier, and multicast traffic optimization.
  • Be proficient with CLI troubleshooting tools, port mirroring, and packet capture analysis.
  • Have strong working knowledge of Wireshark.
  • Have experience supporting or deploying NETGEAR switches or similar platforms such as Cisco, Extreme, or Aruba.
  • Have strong technical documentation, ticketing system, and remote diagnostic tool skills.

Responsibilities

  • Serve as the technical escalation point for Enterprise Networking and AV customers, working with them directly by phone whenever possible.
  • Diagnose and resolve complex issues involving Layer 2 switching, Layer 3 routing, QoS, IGMP, STP, wireless networking, and AV-over-IP.
  • Support NETGEAR switches, WiFi access points, security gateways, and cloud-based and on-premises management solutions.
  • Work with engineering and product teams to resolve complex issues and bugs and share customer feedback.
  • Replicate issues and validate fixes hands-on in lab environments.
  • Document solutions, root causes, and workarounds in the knowledge base.
  • Stay current on networking and AV technologies, NETGEAR product roadmaps, and firmware updates.
  • Create support guides, train lower-tier support teams, and contribute to customer-facing webinars and documentation.
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CA$67K - CA$76K; CA$67K – CA$76K • Offers Equity • Offers Bonus
Apply Now