L3 Technical Support Engineer – Enterprise Networking, AV Solution

Job not on LinkedIn

🔥 1 minute ago

🇨🇦 Canada – Remote

💵 CA$67k - CA$76k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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NETGEAR

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1996

🔧 Hardware

🛍️ eCommerce

📡 Telecommunications

Hardware • eCommerce • Telecommunications

NETGEAR is a technology company that specializes in networking products, including WiFi routers, mesh systems, cable modems, and mobile hotspots. They provide solutions for both home and business networking, with a focus on enhancing connectivity through innovative products such as Orbi and Nighthawk routers. NETGEAR also offers security software, parental controls, and support services to ensure optimal performance and safety of users' internet connections.

📋 Description

• Serve as the technical escalation point for Enterprise Networking and AV customers, working directly with customers by phone whenever possible • Diagnose and resolve complex issues involving Layer 2 switching, Layer 3 routing, QoS, IGMP, STP, network and AV-over-IP hardware, wireless networking, AV protocols, and cloud-based or on-premises management platforms • Work with engineering and product teams to resolve complex issues and bugs and share feedback to improve 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, NETGEAR product roadmaps, and firmware updates • Contribute to proactive support work, including support guides, lower-tier support training, customer-facing webinars, and documentation • Support NETGEAR switches, WiFi access points, security gateways, and network management solutions for enterprise customers, MSPs, and integrators • Represent NETGEAR in a post-sales customer support role

🎯 Requirements

• 4+ years of experience in customer-facing technical support, network operations, or field support • Fluent written and spoken English • Extensive knowledge of networking protocols and topologies • Hands-on expertise with VLANs, QoS, STP/RSTP, Ethernet switching protocols, wireless networking, routing protocols, IGMP Snooping, Querier, 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 such as Cisco, Extreme, or Aruba • Strong skills with technical documentation, ticketing systems, and remote diagnostic tools • 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 • Ability to work hours aligned with Pacific Time • Ability to work remotely and independently • Ability to explain complex technical concepts to customers at any level of technical expertise

🏖️ Benefits

• Equity • Bonus • Remote work arrangement • Equal consideration for employment • Confidential handling of applicant information according to EEO guidelines