Staff Sustaining Engineering Manager (NC)

Title: Staff Sustaining Engineering Manager

Location: Taiwan

Experience Level: 8+ years

Team: Sustaining Engineering for Home Networking

Role Summary

We are looking for an experienced Sustaining Engineering Manager for the Home Networking team.

This is not a role for customer support. So the customer issues reaching out to you are tough issues, and most cases could be product issues. You will work with our customers directly or indirectly to understand the symptoms and to diagnose the issues. The diagnostics needs to be done effectively; the information needs to be collected with the minimized intervention from the customers. On the other hand, you will work with the internal engineering team, our ODMs, and chipset vendors to resolve the customer issues. You will need to guess the possible root causes, discuss with the teams on the tests to be done and the data to be collected from the customers, and give the right direction to the teams for the approach to debug the issues.

This is a hands-on technical management role focused on sustaining engineering, problem solving, root-cause analysis, firmware stability, and continuous field improvement for routers and mesh systems.

Responsibility:

· Effectively address customer issues to reduce returns and to improve product review ratings.

· Lead sustaining projects for launched Wi-Fi routers, mesh systems, and gateways — ensuring on-time delivery of fixes, ECOs, and firmware updates.

· Own and drive product health metrics including defect rate, return rate (RMA), and customer satisfaction trends.

· Manage sustaining release roadmaps and coordinate cross-functional planning with firmware, QA, and operations teams. Coordinate corrective and preventive actions (CAPA) with design, manufacturing, and SVT teams.

· Collaborate with Product Development, Manufacturing, Quality, and Customer Support to identify and resolve field issues.

· Drive root cause analysis (RCA) and corrective action (CAPA) efforts for high-impact failures or escalations.

· Interface with ODM and chipset partners (e.g., Broadcom, Qualcomm, MediaTek) to ensure timely integration of fixes or driver updates.

· Prioritize and triage field defects and escalation cases from customer support, product reviews, and social medias.

· Analyze telemetry and field data to detect potential connectivity, stability, compatibility… issues from the field.

· Communicate field performance trends and improvement plans to executive stakeholders and product line management.

Qualifications:

· B.S. / M.S. in Computer Science, Electrical Engineering or related experience

· 8+ years of experience as an engineering role in networking Wi-Fi products, with at least 3+ years in the hone networking domain.

· 5–10 years of experience in project management or program management

· Experience managing projects for networking, Wi-Fi, IoT, or consumer electronics products.

· Proven track record of managing complex cross-functional engineering initiatives with global teams and ODM partners.

· Working knowledge of firmware release processes, hardware validation, and customer support workflow.

· Understanding of embedded systems, networking technologies (Wi-Fi, Ethernet, TCP/IP).

· Familiarity with PLM (e.g., Arena, Agile), Jira/Confluence, Git, and manufacturing tools.

· Comfortable reading BOMs, ECO documents, and hardware schematics at a conceptual level.

Qualifications:

· Use AI to classify text-based customer feedbacks and reviews with a very high accuracy.

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 a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity. 

NETGEAR hires based on merit. All qualified applicants will receive equal consideration for employment. All your information will be kept confidential according to EEO guidelines.