L3 Technical Support Engineer - Enterprise Networking & AV Solution

Job description

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 Support About 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 possible - Diagnose and resolve complex technical issues involving: - Layer 2 switching and Layer 3 routing - QoS, IGMP, and STP - Network and AV-over-IP hardware - Wireless networking - AV 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 experience - Replicate issues and validate fixes hands-on in lab environments - Document solutions, root causes, and workarounds in the knowledge base - Stay current on emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates - Contribute to proactive support work, such as support guides, training for lower-tier support teams, and customer-facing webinars and documentation What You Bring - 4+ years of experience in customer-facing technical support, network operations, or field support, ideally in enterprise or AV-over-IP switching environments - Fluent written and spoken English, with the ability to explain complex technical concepts to customers at any level of technical expertise - Extensive knowledge of networking protocols and topologies - Hands-on expertise with: - VLANs, QoS, STP/RSTP, and Ethernet switching protocols - Wireless networking deployment and troubleshooting - Routing protocols and troubleshooting - IGMP Snooping, Querier, and multicast traffic optimization - 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 Who You Are - A confident problem solver who handles escalations calmly and professionally - Committed to customer satisfaction, with a consultative approach - A clear, effective communicator with customers, partners, and internal teams - Detail-oriented, with strong organization and documentation habits - Collaborative across Support, Engineering, and Product teams - Flexible with your hours when global customers need support Company Statement/Values: 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