L3 Technical Support Engineer – Enterprise Networking, AV Solution

NETGEAR

. Serve as the technical escalation point for Enterprise Networking and AV customers, working directly with customers by phone whenever possible .

Posted 10/6/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$67,000 - CA$76,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive knowledge of networking protocols, hands-on expertise with VLANs, QoS, and Ethernet switching, along with strong technical support skills for AV systems and NETGEAR products. Capable of effectively communicating complex technical concepts to diverse customer audiences.

Highest-signal resume keywords

Customer-Facing Technical SupportNetworking Protocols and TopologiesNETGEAR Switches SupportWireshark ProficiencyTechnical Documentation Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Layer 2 SwitchingLayer 3 RoutingVLANsQoSSTP/RSTPEthernet Switching ProtocolsIGMP SnoopingCLI Troubleshooting ToolsPacket Capture AnalysisMulticast Traffic Optimization

Soft Skills

Effective CommunicationProblem-SolvingCustomer Service OrientationIndependent WorkTraining and Mentoring

Tools & Technologies

WiresharkDante ControllerQ-SYSNDI Studio MonitorAMXCrestron NVXTicketing SystemsRemote Diagnostic Tools

Certifications & Qualifications

NETGEAR CertifiedCCNACWNADante Level 2+AVIXA CTS

Industry Keywords

AV-over-IPProAV SystemsNetwork Management SolutionsEnterprise NetworkingEvent Production

Tech Stack

Tools & technologies

CloudSwitching

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Equity
Bonus
Remote work arrangement
Equal consideration for employment
Confidential handling of applicant information according to EEO guidelines