Senior L3 Tech Support Engineer - Remote Networking AV

NETGEAR; Richmond; Remote; CAD 85,000 - 120,000; Full time

Job summary

NETGEAR is seeking a highly skilled L3 Technical Support Engineer for Enterprise Networking and AV solutions. This remote Canada-based role prefers BC residents and aligns with Pacific Time for NA customers.

You’ll escalate from L1/L2, resolve complex networking and AV-over-IP issues, and support NETGEAR switches, WiFi APs, security gateways, and management platforms both cloud and on‑premises. You’ll work with engineering to resolve issues, document root causes, and contribute to proactive

Qualifications

• Solid knowledge of networking protocols and topologies.
• Experience communicating technical concepts to customers at all levels.
• Strong documentation and ticketing skills.
• Hands-on troubleshooting in enterprise networks and AV-over-IP environments.

Responsibilities

• Serve as the technical escalation point for Enterprise Networking and AV customers.
• Diagnose and resolve complex networking and AV-over-IP issues.
• Collaborate with engineering and product teams to resolve bugs and improve the customer experience.
• Document solutions, root causes, and workarounds in the knowledge base.
• Stay current on networking and AV technologies and NETGEAR roadmaps.

Skills

Networking protocols

Customer-facing support

Troubleshooting

Documentation and ticketing

Tools

Wireshark

CLI troubleshooting

Remote diagnostics tools

Cisco/Extreme/Aruba switches

Job description

NETGEAR is seeking a highly skilled L3 Technical Support Engineer for Enterprise Networking and AV solutions. This remote Canada-based role prefers BC residents and aligns with Pacific Time for NA customers.

You’ll escalate from L1/L2, resolve complex networking and AV-over-IP issues, and support NETGEAR switches, WiFi APs, security gateways, and management platforms both cloud and on‑premises. You’ll work with engineering to resolve issues, document root causes, and contribute to proactive