Hybrid L3 Tech Support Engineer: Enterprise Networking & AV

Apply; San Jose, Northern (CA, KY); Híbrido; USD 90 000 - 130 000; Tempo integral

Resumo da oferta

NETGEAR is seeking an experienced L3 Technical Support Engineer to join the Enterprise Networking and AV Solutions team in a hybrid role based in San Jose, CA. You will escalate complex issues, work with engineering, and support North America customers both in-office and remotely.

Responsibilities include diagnosing Layer 2/3 networking, QoS, AV protocols, and cloud/on-prem management, while contributing to knowledge bases and customer webinars.

Qualificações

• 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 with VLANs, QoS, STP/RSTP, and Ethernet switching protocols.
• Wireless networking deployment and troubleshooting.
• Routing protocols and troubleshooting.
• IGMP Snooping, Querier, and multicast traffic optimization.
• CLI troubleshooting tools, port mirroring, and packet capture analysis.
• Strong working knowledge of Wireshark.
• Experience supporting or deploying NETGEAR switches or similar platforms (Cisco, Extreme, Aruba).
• Strong skills with technical documentation, ticketing systems, and remote diagnostic tools.

Responsabilidades

• 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, Layer 3 routing, QoS, IGMP, STP, and AV-over-IP hardware.
• 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 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.

Conhecimentos

Customer-facing support

Networking expertise

Excellent communication

Problem solving

Ferramentas

Wireshark

CLI troubleshooting tools

Ticketing systems

Remote diagnostic tools

Descrição da oferta de emprego

NETGEAR is seeking an experienced L3 Technical Support Engineer to join the Enterprise Networking and AV Solutions team in a hybrid role based in San Jose, CA. You will escalate complex issues, work with engineering, and support North America customers both in-office and remotely.

Responsibilities include diagnosing Layer 2/3 networking, QoS, AV protocols, and cloud/on-prem management, while contributing to knowledge bases and customer webinars.