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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive knowledge of networking protocols, hands-on expertise with VLANs, QoS, and Ethernet switching, and the ability to provide technical support for NETGEAR products and AV systems. Capable of creating documentation and training materials while effectively communicating complex concepts to diverse customer audiences.
Highest-signal resume keywords
Customer-Facing Technical SupportNetworking Protocols and TopologiesNETGEAR Switches SupportTechnical Documentation SkillsWireshark Expertise
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Layer 2 SwitchingLayer 3 RoutingVLANsQoSSTP/RSTPEthernet Switching ProtocolsRouting ProtocolsIGMP SnoopingCLI Troubleshooting ToolsPacket Capture Analysis
Soft Skills
Calmly Handling EscalationsExplaining Technical ConceptsFlexibility in Support
Tools & Technologies
NETGEAR SwitchesWiFi Access PointsSecurity GatewaysCloud-Based Network ManagementOn-Premises Network ManagementProAV SystemsDante ControllerQ-SYSNDI Studio MonitorCrestron NVX
Certifications & Qualifications
NETGEAR CertifiedCCNACWNADante Level 2+AVIXA CTS
Industry Keywords
AV-over-IPWireless NetworkingMulticast Traffic OptimizationEvent ProductionProAV Deployments
Tech Stack
Tools & technologiesCloudSwitching
About the role
Key responsibilities & impact- Serve as the technical escalation point for Enterprise Networking and AV customers
- Work directly with customers by phone whenever possible
- Diagnose and resolve complex Layer 2 switching, Layer 3 routing, QoS, IGMP, STP, networking hardware, AV-over-IP, wireless networking, AV protocol, and management platform issues
- Support NETGEAR switches, WiFi access points, security gateways, and cloud-based and on-premises network management solutions
- Work with engineering and product teams to resolve complex issues and bugs
- Share feedback to improve the 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 networking and AV technologies, NETGEAR product roadmaps, and firmware updates
- Create support guides and customer-facing documentation
- Provide training for lower-tier support teams
- Contribute to customer-facing webinars
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
- Ability to explain complex technical concepts to customers at any level of technical expertise
- Nice to have: familiarity with ProAV systems and tools such as Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX
- Nice to have: experience supporting AV system integrators, event production, or ProAV deployments
- Nice to have: industry certifications such as NETGEAR Certified, CCNA, CWNA, Dante Level 2+, or AVIXA CTS
- Ability to handle escalations calmly and professionally
- Ability to work flexibly when global customers need support
Benefits
Comp & perks- Equity
- Bonus
- Hybrid work arrangement
- Flexible hours when global customers need support