L3 Technical Support Engineer – Enterprise Networking, AV Solution

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the technical escalation contact for Enterprise Networking and AV clients, engaging directly with customers via phone whenever feasible.

• Identify and resolve intricate issues related to Layer 2 switching, Layer 3 routing, QoS, IGMP, STP, network and AV-over-IP devices, wireless connectivity, AV protocols, and both cloud-based and on-premises management platforms.

• Collaborate with engineering and product teams to address complex challenges and bugs while providing feedback to enhance the customer experience.

• Replicate problems and verify solutions in hands-on lab environments.

• Document resolutions, root causes, and workarounds within the knowledge base.

• Stay updated on the latest networking and AV technologies, NETGEAR product roadmaps, and firmware updates.

• Participate in proactive support initiatives, including creating support guides, training for lower-tier support, customer-facing webinars, and documentation.

• Provide support for NETGEAR switches, WiFi access points, security gateways, and network management solutions for enterprise clients, MSPs, and integrators.

• Represent NETGEAR in a post-sales customer support capacity.

⛳️ Requirements

• Over 4 years of experience in customer-facing technical support, network operations, or field support.

• Proficient in both written and spoken English.

• In-depth understanding of networking protocols and topologies.

• Practical expertise with VLANs, QoS, STP/RSTP, Ethernet switching protocols, wireless networking, routing protocols, IGMP Snooping, Querier, multicast traffic optimization, CLI troubleshooting tools, port mirroring, and packet capture analysis.

• Strong working knowledge of Wireshark.

• Experience in supporting or deploying NETGEAR switches or comparable platforms like Cisco, Extreme, or Aruba.

• Proficient in technical documentation, ticketing systems, and remote diagnostic tools.

• Familiarity with ProAV systems and tools such as Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX.

• Experience in supporting AV system integrators, event production, or ProAV deployments.

• Relevant industry certifications such as NETGEAR Certified, CCNA, CWNA, Dante Level 2+, or AVIXA CTS.

• Ability to align work hours with Pacific Time.

• Capacity to work remotely and independently.

• Ability to convey complex technical concepts to customers with varying levels of technical knowledge.

🏝️ Benefits

• Equity.

• Bonus.

• Remote work arrangement.

• Equal consideration for employment.

• Confidential handling of applicant information in accordance with EEO guidelines.