L3 Technical Support Engineer, Enterprise Networking and AV Solutions

Location: Hybrid, San Jose, CA
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 hybrid position based in our San Jose, CA office. You'll work in person with your team and 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 routingQoS, IGMP, and STPNetwork and AV-over-IP hardwareWireless networkingAV 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 protocolsWireless networking deployment and troubleshootingRouting protocols and troubleshootingIGMP Snooping, Querier, and multicast traffic optimizationCLI troubleshooting tools, port mirroring, and packet capture analysis