Support Engineer

• Serve as the point of contact for end-user and internal-team inquiries about our software running in the customer-managed environment.
• Diagnose and resolve incoming inquiries wherever the knowledge base and access allow — investigating logs, metrics, and the customer environment directly rather than routing by default.
• Own each service-desk ticket through to resolution: after routing to the responsible team, actively follow up, coordinate across teams, chase blockers, and keep the customer updated until the issue is closed.
• Coordinate customer-environment changes through to completion: handle internal teams' requests and customer-side changes, aligning the request, timing, and impact across the customer and the internal teams who carry out the work.
• Escalate to engineering only where code or infrastructure changes are required, with clear, reproducible, well-documented context.
• Build and own the support knowledge base: actively capture diagnostic and resolution know-how from SRE and engineering teams, and document recurring issues as runbooks so they become independently resolvable.
• Use observability tooling to investigate and resolve issues.
• Work is primarily during Korean business hours, with occasional off-hours availability when customer-side maintenance requires it.

Technical Support Engineer, KR

• Provide front-line support via phone, email, and chat for NETGEAR switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium.
• Diagnose and resolve moderately complex wired and wireless networking issues.
• Apply structured troubleshooting methodologies, follow established procedures, and escalate complex or unresolved issues to L3 Technical Support Engineers when required.
• Collaborate with L3 engineers to support efficient resolution of escalated cases.
• Communicate clearly with customers of varying technical levels, ensuring a smooth and professional support experience.
• Deliver a customer-focused, empathetic, and solution-oriented experience.
• Manage a queue of support tickets, ensuring timely and accurate resolution.
• Collaborate with peers, senior engineers, and cross-functional teams to resolve issues and share knowledge.
• Document troubleshooting steps, findings, and resolutions clearly in internal systems.
• Strive to exceed targets for customer satisfaction, productivity, and quality.
• Identify recurring issues and contribute to process and product improvements.
• Stay up to date with NETGEAR products, tools, and networking fundamentals.

L2 Technical Support Engineer

• Provide high-visibility customer support through on-site installations, system diagnoses, and the service and repair of complex systems and equipment
• Work closely with the customer to develop leading-edge processes used to manufacture the most advanced semiconductor chips
• Create hypothesis experiments and design of experiments (DOE); analyze data with statistics; and compile reports with high-level conclusions
• Troubleshoot complex problems; perform multiple root cause analysis; and resolve a variety of difficult process engineering and customer product issues
• Communicate with both internal stakeholders and the customer to achieve goals

Support Engineer jobs in South Korea

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Technical Support Engineer, KR

L2 Technical Support Engineer

ETCH Process Support Engineer