Netgear
L3 Technical Support Engineer - Enterprise Networking & AV Solutions
San Jose, CA · Mid
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About the role
- Serve as the technical escalation point for Enterprise Networking and AV customers, working with them directly by phone whenever possible
- AV protocols and interoperability (Dante, NDI, AES67, and others)
Responsibilities
- Replicate issues and validate fixes hands-on in lab environments
- Document solutions, root causes, and workarounds in the knowledge base
- Contribute to proactive support work, such as support guides, training for lower-tier support teams, and customer-facing webinars and documentation
Requirements
- Extensive knowledge of networking protocols and topologies
- Hands-on expertise with:
- Strong working knowledge of Wireshark
- Experience supporting or deploying NETGEAR switches or similar platforms (Cisco, Extreme, Aruba)
Nice to have
- Familiarity with ProAV systems and tools such as Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX
- Experience supporting AV system integrators, event production, or ProAV deployments
- Industry certifications such as NETGEAR Certified, CCNA, CWNA, Dante Level 2+, or AVIXA CTS
- A confident problem solver who handles escalations calmly and professionally
- Committed to customer satisfaction, with a consultative approach
- Detail-oriented, with strong organization and documentation habits
- 4+ years of experience in customer-facing technical support, network operations, or field support, ideally in enterprise or AV-over-IP switching environments
Skills
- Cloud-based and on-premises management platforms
- Stay current on emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates
- CLI troubleshooting tools, port mirroring, and packet capture analysis
- Strong skills with technical documentation, ticketing systems, and remote diagnostic tools
Company info
- Working with our engineering teams, you'll resolve complex networking and AV-over-IP issues for enterprise customers, MSPs, and integrators.
- In this post-sales role, you'll represent NETGEAR to our customers, bringing strong technical skills and excellent customer management to a fast-paced, high-growth environment.
- We're a performance-driven, talented and connected team that's committed to delivering world-class products for our customers.
This listing is sourced directly from Netgear's careers page and normalized into a canonical job model.