Role Overview
Location: Ireland (Remote)
As a Level 2 Technical Support Engineer, you will be a key member of the NETGEAR Enterprise Support organisation, delivering high-quality technical assistance to business customers across a range of networking products. You will handle moderately complex technical problems, manage support cases and collaborate with internal teams, escalating advanced issues to L3 engineers when needed.
Key responsibilities:
Customer support and troubleshooting
Provide front-line support via phone, email, and chat for NETGEAR switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium (NETGEAR's SASE security platform).
Diagnose and resolve moderately complex wired and wireless networking issues using structured troubleshooting methodologies.
Escalate complex or unresolved issues to L3 engineers, collaborating closely to ensure efficient resolution.
Communicate clearly and empathetically with customers of varying technical levels, delivering a professional and solution-oriented experience.
Case management and collaboration
Manage a queue of support tickets, ensuring timely and accurate resolution.
Collaborate with peers, senior engineers, and cross-functional teams to resolve issues and share knowledge.
Document troubleshooting steps, findings, and resolutions clearly in internal systems.
Performance and quality
Meet and exceed targets for customer satisfaction, productivity, and quality.
Identify recurring issues and contribute to process and product improvements.
Stay current with NETGEAR products, tools, and networking fundamentals.
Required Qualifications
2+ years of experience in technical support, preferably in a networking-focused role.
Fluency in French or German (in addition to English).
Solid understanding of wired and wireless networking fundamentals - protocols, topologies, and technologies.
Familiarity with remote diagnostic tools and ticketing systems.
Strong communication and interpersonal skills with a customer-first mindset.
Ability to manage multiple priorities and perform effectively under pressure.
Team-oriented, adaptable, and eager to learn
Bachelor's degree in Information Technology, Engineering, or a related field or equivalent hands-on experience.
Preferred Qualifications
CCNA, CompTIA Network+, or equivalent certification.
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.
Skills Required
- 3+ years of experience in technical support, preferably in a networking-focused role
- Fluency in French or German (in addition to English)
- Solid understanding of wired and wireless networking fundamentals - protocols, topologies, and technologies
- Familiarity with remote diagnostic tools and ticketing systems
- Strong communication and interpersonal skills with a customer-first mindset
- Ability to manage multiple priorities and perform effectively under pressure
- Team-oriented, adaptable, and eager to learn
- Bachelor's degree in Information Technology, Engineering, or a related field or equivalent hands-on experience
- CCNA, CompTIA Network+, or equivalent certification
Netgear Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Netgear and has not been reviewed or approved by Netgear.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, vision, mental-health/EAP support, and related wellness resources. Feedback suggests these core health benefits are a relative strong point within the package.
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Retirement Support — Retirement programs include a 401(k) with company match and, in some regions, pension-style options. These offerings are viewed as solid components of total rewards.
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Equity Value & Accessibility — Ownership programs feature an Employee Stock Purchase Plan and equity grants such as RSUs or stock options. Accessibility is reinforced by an ESPP with a defined discount and regular offering periods.
Netgear Insights
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.
