Support Engineer - Level 2
NETGEAR is seeking a highly skilled and customer-oriented L2 Support Engineer to join our growing ProAV technical support organization. In this role, you will act as a critical escalation point between L1 support and engineering teams (L3) to resolve complex networking and AV-over-IP issues for our professional customers. You will support AV integrators, consultants, and end-users by troubleshooting configurations, performing diagnostics, and guiding best practices to ensure reliable deployments of Netgear’s AV Line of switches and related technologies. This position combines deep technical troubleshooting, strong communication, and a passion for solving AV networking challenges in a dynamic, high-growth environment.
Requirements
2–4+ years of experience in technical support, network operations, or field support roles, ideally in AV-over-IP or enterprise switching environments.
Hands-on expertise with: - IGMP Snooping, Querier, and multicast traffic optimization - VLANs, QoS, STP/RSTP, and Ethernet switching protocols - CLI troubleshooting tools, port mirroring, and packet capture analysis
Familiarity with ProAV systems and tools: Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX.
Experience working with Netgear AV switches or similar platforms (Cisco, Extreme, Aruba) in support or deployment.
Proficiency in technical documentation, ticketing systems, and remote diagnostic tools.
Industry certifications (Netgear Certified, Dante Level 2+, AVIXA CTS, or CCNA/CompTIA Network+) are preferred.
Experience supporting AV system integrators, event production, or ProAV deployments is highly desirable.
Attributes:
Strong problem-solving skills and the ability to manage escalations with confidence and professionalism.
Clear and effective written and verbal communication with customers, partners, and internal teams.
Detail-oriented with strong organizational and documentation habits.
Collaborative mindset to work across teams (Support, Engineering, Product).
Willingness to work flexible hours to support global customers when needed.
Optional / Role Expansion
• Opportunity to contribute to internal lab validations and test case development.
• Assist in onboarding and mentoring junior support team members.
The application process will continue on the employer's website.