NETGEAR

Technical Support Engineer

NETGEAR

full-time

Posted on:

Location Type: Remote

Location: Poland

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Tech Stack

Switching

About the role

  • 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 behaviours, ensuring high customer satisfaction.
  • Assist with advanced configurations, firmware validation, and product behaviour 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.

Requirements

  • 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.
  • Demonstrated proficiency with technical documentation, ticketing platforms, and remote diagnostic and troubleshooting tools.
  • Strong analytical and problem‑solving abilities, with confidence and professionalism when handling complex escalations.
  • Excellent written and verbal communication skills, with the ability to convey technical concepts clearly to customers, partners, and internal stakeholders.
  • High attention to detail with strong organizational discipline and thorough documentation practices.
  • A collaborative approach with the ability to effectively partner with Support, Engineering, Product, and cross‑functional teams.
  • Exceptional time‑management skills with the ability to prioritize and manage multiple issues in a fast‑paced environment.
Benefits
  • Flexibility to work varying hours as needed to support a global customer base.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Layer 2 switchingLayer 3 switchingQoSIGMPSTPAV protocolsRouting protocolsVLANsCLI troubleshootingpacket capture analysis
Soft Skills
analytical abilitiesproblem-solvingcommunication skillsattention to detailorganizational disciplinecollaborationtime-managementcustomer engagementdocumentation practicesproactive support