Senior Support Engineer supporting municipal software used by 1,300+ local governments. Diagnosing issues, improving documentation and AI support, and building trusted clerk relationships.
About the role
- L3 support engineer resolving complex enterprise networking and AV issues for NETGEAR customers. Escalating incidents, validating fixes, and supporting NETGEAR connectivity products remotely.
Responsibilities
- Serve as the technical escalation point for Enterprise Networking and AV customers, working directly with customers by phone whenever possible
- Diagnose and resolve complex issues involving Layer 2 switching, Layer 3 routing, QoS, IGMP, STP, network and AV-over-IP hardware, wireless networking, AV protocols, and cloud-based or on-premises management platforms
- Work with engineering and product teams to resolve complex issues and bugs and share feedback to improve customer experience
- Replicate issues and validate fixes hands-on in lab environments
- Document solutions, root causes, and workarounds in the knowledge base
- Stay current on emerging networking and AV technologies, NETGEAR product roadmaps, and firmware updates
- Contribute to proactive support work, including support guides, lower-tier support training, customer-facing webinars, and documentation
- Support NETGEAR switches, WiFi access points, security gateways, and network management solutions for enterprise customers, MSPs, and integrators
- Represent NETGEAR in a post-sales customer support role
Requirements
- 4+ years of experience in customer-facing technical support, network operations, or field support
- Fluent written and spoken English
- Extensive knowledge of networking protocols and topologies
- Hands-on expertise with VLANs, QoS, STP/RSTP, Ethernet switching protocols, wireless networking, routing protocols, IGMP Snooping, Querier, multicast traffic optimization, CLI troubleshooting tools, port mirroring, and packet capture analysis
- Strong working knowledge of Wireshark
- Experience supporting or deploying NETGEAR switches or similar platforms such as Cisco, Extreme, or Aruba
- Strong skills with technical documentation, ticketing systems, and remote diagnostic tools
- 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
- Ability to work hours aligned with Pacific Time
- Ability to work remotely and independently
- Ability to explain complex technical concepts to customers at any level of technical expertise
Benefits
- Equity
- Bonus
- Remote work arrangement
- Equal consideration for employment
- Confidential handling of applicant information according to EEO guidelines
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Degree requirement
No Education Requirement
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