Technical Support Engineer (French or German)

NETGEAR; Cork; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

NETGEAR Enterprise Support is seeking a Level 2 Technical Support Engineer in Ireland. You will deliver high-quality technical assistance to business customers across a range of networking products, handling moderately complex issues and managing support cases with escalation to L3 when needed.

You will diagnose wired and wireless networking problems, collaborate with internal teams, and ensure clear documentation in internal systems.

Qualifications

• Minimum 3+ years in technical support, preferably networking-focused.
• Fluency in English plus French or German.
• Bachelor's degree in IT, Engineering, or related field (or equivalent hands-on experience).
• Solid understanding of wired and wireless networking concepts, protocols and topologies.
• Experience with remote diagnostic tools and ticketing systems.
• Strong communication and customer-first mindset.

Responsibilities

• Provide front-line support via phone, email, and chat for NETGEAR switches, wireless APs, business routers, NAS devices, NETGEAR Insight, and Exium.
• Diagnose and resolve moderately complex wired and wireless networking issues using structured troubleshooting methods.
• Escalate complex issues to L3 and collaborate to ensure timely resolution.
• Manage a queue of support tickets and document steps, findings, and resolutions clearly.
• Meet/exceed targets for customer satisfaction, productivity, and quality; stay current with NETGEAR products and networking concepts.

Skills

Fluent English

French

German

Networking fundamentals

Customer-focused

Communication skills

Team collaboration

Education

Bachelor's degree in Information Technology, Engineering, or related field

Tools

Remote diagnostic tools

Ticketing systems

Job description

Location: Ireland (Hybrid/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.

Role Overview

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.

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.

Key Qualifications

• 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.

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.

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.