L3 Technical Support Engineer - Enterprise Networking & AV Solution
NETGEAR · Remote · Richmond, BC ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote (Canada)
- Pacific Time hours
- L3 Escalation Role
- Networking & AV focus
- Enterprise support
Join the Customer Support and Services team as a senior escalation point for enterprise networking and audio-visual challenges. You will diagnose intricate issues involving Layer 2/3 switching, routing, and AV protocols while working closely with product engineering to validate fixes and improve customer experiences.
This position requires strong hands-on troubleshooting skills in lab environments and the ability to communicate technical concepts clearly to diverse audiences. You will contribute to knowledge bases, support guides, and training materials while maintaining high standards of customer satisfaction.
What you'll do
- Serve as primary technical escalation point for enterprise and AV customers
- Diagnose complex Layer 2 switching and Layer 3 routing issues
- Troubleshoot QoS, IGMP, STP, and wireless networking problems
- Resolve AV-over-IP interoperability issues using Dante or NDI
- Replicate bugs and validate fixes in hands-on lab environments
- Document root causes and workarounds in the internal knowledge base
- Create support guides and train lower-tier support teams
What you'll need
- 4+ years in customer-facing technical support or network operations
- Fluent written and spoken English communication skills
- Deep knowledge of VLANs, QoS, STP/RSTP, and Ethernet protocols
- Expertise in wireless deployment and routing protocol troubleshooting
- Proficiency with Wireshark, CLI tools, and packet capture analysis
- Experience with NETGEAR, Cisco, Extreme, or Aruba platforms
- Strong skills in technical documentation and ticketing systems
Nice to have
- Familiarity with ProAV tools like Dante Controller or Q-SYS
- Experience supporting AV system integrators or event production
- Hold certifications such as CCNA, CWNA, or Dante Level 2+
- Proven track record of working independently in remote settings
Stack
- NETGEAR
- Cisco
- Extreme
- Aruba
- Wireshark
- Dante
- NDI
- AES67
- Q-SYS
How you'll work
- Remote position based in Canada
- Preference for candidates in British Columbia
- Work hours aligned with Pacific Time zone
- Supports North America customer base