Senior L3 Engineer: Enterprise Networking & AV

netgear; San Jose (CA); Hybrid; USD 110,000 - 160,000; Full time

Job summary

NETGEAR is seeking a highly skilled L3 Technical Support Engineer to join our Enterprise Networking and AV Solutions team in San Jose, CA. This hybrid role requires hands-on technical expertise and the ability to serve as the escalation point for L1/L2 support while working with engineering to resolve complex issues.

You will support NETGEAR switches, WiFi access points, security gateways, and network management solutions both cloud and on-premises, delivering exceptional service to enterprise

Qualifications

• 4+ years of experience in customer-facing technical support, network operations, or field support.
• Fluent written and spoken English, able to explain complex technical concepts to customers at any level.
• Extensive knowledge of networking protocols and topologies.

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, Layer 3 routing, QoS, STP, and AV protocols.
• Work with engineering and product teams to resolve complex issues and bugs, and share feedback that improves the customer experience.
• Document solutions, root causes, and workarounds in the knowledge base.
• Stay current on emerging networking and AV technologies, including product roadmaps and firmware updates.

Skills

Networking protocols

Wireshark

Technical communication

Customer-facing support

Lab/test hands-on

LAN/WAN concepts

Education

CCNA certification

Dante Level 2+

AVIXA CTS

Tools

NETGEAR switches

Cisco gear

Wireshark

Job description

NETGEAR is seeking a highly skilled L3 Technical Support Engineer to join our Enterprise Networking and AV Solutions team in San Jose, CA. This hybrid role requires hands-on technical expertise and the ability to serve as the escalation point for L1/L2 support while working with engineering to resolve complex issues.

You will support NETGEAR switches, WiFi access points, security gateways, and network management solutions both cloud and on-premises, delivering exceptional service to enterprise