Act as the technical support escalation point for IT and AV customers, providing in-depth troubleshooting and resolution for escalated tickets involving NETGEAR equipment, with a preference in engaging customers directly by phone.
Diagnose and resolve complex technical issues related to:
Layer 2 and Layer 3 switching
QoS / IGMP / STP
AV protocols and interoperability (Dante, NDI, AES67, etc.)
Routing protocols
Wireless networking
Collaborate with engineering and product teams to escalate and resolve bugs or undocumented behaviors, ensuring high customer satisfaction.
Assist with advanced configurations, firmware validation, and product behavior replication in lab environments.
Document solutions, root causes, and workarounds in the knowledge base to support continuous improvement of support operations.
Provide feedback to product and development teams regarding recurring issues, customer feature requests, and usability improvements.
Stay up to date with emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates.
Contribute to proactive support initiatives, including support guides, training for lower tier support teams, and customer-facing webinars or documentation.
Monitor for, identify and report on trends in escalations.

2–4+ years of experience in technical support, network operations, or field support roles, ideally in AV-over-IP or enterprise switching environments.
Hands-on expertise with:
IGMP Snooping, Querier, and multicast traffic optimization
VLANs, QoS, STP/RSTP, and Ethernet switching protocols
CLI troubleshooting tools, port mirroring, and packet capture analysis
Wireless networking deployment and troubleshooting
Familiarity with ProAV systems and tools: Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX.
Experience working with NETGEAR switches or similar platforms (Cisco, Extreme, Aruba) in support or deployment.
Proficiency in technical documentation, ticketing systems, and remote diagnostic tools.
Industry certifications (NETGEAR Certified, Dante Level 2+, AVIXA CTS, CCNA or CWNA) are preferred.
Experience supporting AV system integrators, event production, or ProAV deployments is highly desirable.

Technical Support Engineer, Level 3

Key skills