Senior L3 Tech Support — Enterprise Networking & AV

Openkrill

United States

Remote

USD 63,000 - 84,000

Full time

14 days+

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Benefits offered by this job

ProAV familiarity

Industry certifications (CCNA, AVIXA)

Job summary

NETGEAR is seeking a highly skilled L3 Technical Support Engineer to join our Enterprise Networking and AV technical support team. This remote role, based in Canada with a preference for British Columbia, aligns with Pacific Time hours to support North American customers.

You will act as the escalation point for L1/L2 support and work with engineering to resolve complex networking and AV-over-IP issues for enterprise customers, MSPs, and integrators, supporting both cloud and on-premises

Qualifications

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.

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 routing, QoS, IGMP, and STP.
Handle network/AV-over-IP hardware, wireless networking, and related protocols (Dante, NDI, AES67).
Collaborate with engineering and product teams to resolve issues and provide feedback.
Document solutions, root causes, and workarounds in the knowledge base.
Stay current on emerging networking and AV technologies and NETGEAR roadmaps.