Location: Remote or regional-based
Department: Customer Support and Services (CSS)
Reports To: Manager, L3 Technical Support
Job SummaryNETGEAR is seeking a highly skilled and customer-oriented L3 Technical Support Engineer to join our growing IT & AV technical support organization. In this role, you will act as a critical escalation point between L1/L2 support and engineering teams to resolve complex networking and AV-over-IP issues for our professional customers. You will support IT & AV integrators, consultants, and end-users by troubleshooting configurations, performing diagnostics, and guiding best practices to ensure reliable deployments of NETGEAR’s line of switches, WiFi access points and related technologies. This position combines deep technical troubleshooting, strong communication, and a passion for solving networking challenges in a dynamic, high-growth environment.
Key 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.
Qualifications· 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
- VLANs, QoS, STP/RSTP, and Ethernet switching protocols
- CLI troubleshooting tools, port mirroring, and packet capture analysis
- 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.
Attributes· Strong problem-solving skills and the ability to manage escalations with confidence and professionalism.
· Clear and effective written and verbal communication with customers, partners, and internal teams.
· Detail-oriented with strong organizational and documentation habits.
· Collaborative mindset to work across teams (Support, Engineering, Product).
· Willingness to work flexible hours to support global customers when needed.
· Highly organized with exceptional time management skills.
Optional / Role Expansion• Opportunity to contribute to internal lab validations and test case development.
• Assist in onboarding and mentoring junior support team members.
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.
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What We Do
At NETGEAR, we turn ideas into innovative networking products that connect people, power businesses, and advance the way we live. Easy to use. Powerful. Smart. And designed just for you. For Home NETGEAR makes it easy for you to have the smartest home in the neighborhood, with the latest, fastest networking technology products. From the most advanced wireless internet connectivity, to superior streaming, remote home video monitoring, and storage solutions, your home networking system will have the speed, range and performance you need, every time you need it. At NETGEAR, we focus on all things connected, with the goal of making your online experience seamless so you can sit back, relax and do more. For Business In business, confidence is everything. When it comes to your network, it’s even more important. Whether you’re a small business with big dreams or a mid-size business ready to take the next step, you need to share access and ideas safely, connect remote locations securely and give your people the tools to perform. At NETGEAR, we provide networking, storage and security solutions without the cost and complexity of big IT. Our advanced range of reliable, affordable networking products are easy to install and maintain. We deliver solutions you can count on, so you can spend more time on what matters most – growing your business. For Service Providers Keeping your customers happy and loyal is everything. At NETGEAR we are dedicated to your success. That’s why we deliver the tools and solutions you need to keep your residential and business customers connected, productive and satisfied. Partner with NETGEAR for home connectivity, home media, security and automation, and mobile solutions. We pay attention to the details that matter to you to deliver custom, cost-effective and scalable solutions that contribute to your bottom line.
