Technical Support Engineer
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
- 4+ years experience
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, wireless networks, and AV protocols for customers, MSPs, and integrators.
Working remotely from Canada, you align your schedule with Pacific Time to support North America. The role requires hands-on lab validation, detailed documentation, and close cooperation with product engineering to enhance customer experience and resolve bugs.
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 lab environments
- Document root causes and workarounds in the 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 troubleshooting
- Proficiency with CLI tools, port mirroring, and packet capture
- Strong working knowledge of Wireshark for analysis
- Experience with NETGEAR, Cisco, Extreme, or Aruba platforms
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
- Wireshark
- Dante
- NDI
- AES67
- Cisco
- Aruba
- Extreme
How you'll work
- Remote position based in Canada
- Preference for candidates in British Columbia
- Work hours aligned with Pacific Time zone
- Support focus on North American customers