Technical Support Engineer

Technical Support Engineer at NETGEAR

NETGEAR is seeking a highly skilled, customer-focused L3 Technical Support Engineer to join our expanding IT & AV Technical Support organization. In this remote role based in Poland, you will serve as a key escalation point between L1/L2 teams and engineering, driving the resolution of complex networking and AV-over-IP issues for our professional customers.

You will work closely with IT and AV integrators, consultants, and end users—diagnosing advanced technical problems, reviewing configurations, performing in‑depth diagnostics, and advising on best‑practice deployment of NETGEAR’s switches, wireless access points, and related technologies.

Success in this role requires deep technical expertise, clear and confident communication, and a passion for solving challenging networking issues in a fast-moving, high-growth environment.

Key Responsibilities

• 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, and 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.

Required Qualifications

• 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.

Preferred Qualifications

• Industry Certifications (NETGEAR Certified, Dante Level 2+, AVIXA CTS, CCNA or CWNA).
• Experience supporting AV system integrators, event production, or ProAV deployments is highly desirable.

Additional Information

Flexibility to work varying hours as needed to support a global customer base.

Company Statement/Values

At NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.

We're a performance-driven, talented and connected team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the Next Gear by living our values: we Dare to Transform the future, Connect and Delight our customers, Communicate Courageously with each other and collaborate to Win It Together. You’ll find our values woven through our processes, present in our decisions, and celebrated throughout our culture.

We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity.

NETGEAR hires based on merit. All qualified applicants will receive equal consideration for employment. All your information will be kept confidential according to EEO guidelines.

Key skills/competency

• Networking
• AV-over-IP
• Troubleshooting
• Layer 2/3 Switching
• Wireless Networking
• IGMP
• QoS
• STP
• Dante
• NDI