{"id":1964368,"url":"https://alion.io/job/netgear-l3-technical-support-engineer-enterprise-networking-av-solution","title":"L3 Technical Support Engineer - Enterprise Networking & AV Solution","company":{"id":5983,"name":"NETGEAR","domain":"netgear.com","url":"https://alion.io/company/netgear","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":85,"open_postings":12,"ghost_share":0,"stale_share":0.583,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"explicit","locations":["Richmond, Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":67000,"max":76000,"currency":"CAD","period":"year","gross":null,"usd_annual":53335},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Layer 2","optional":false},{"name":"Replicate","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Wireshark","optional":false}],"status":"live","first_seen_at":"2026-10-06T16:35:41Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-13T00:29:56Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"L3 Technical Support Engineer, Enterprise Networking and AV Solutions\nLocation: Remote, Canada (British Columbia preferred)\nDepartment: Customer Support and Services (CSS)\nReports To: Manager, L3 Technical Support\nAbout the Role\nNETGEAR is looking for a highly skilled, customer-focused L3 Technical Support Engineer to join our growing Enterprise Networking and AV technical support team. This is a remote position based in Canada, with a preference for candidates in British Columbia. You'll work hours that line up with Pacific Time to support our North America customers.\nYou'll be the escalation point for L1 and L2 support. Working with our engineering teams, you'll resolve complex networking and AV-over-IP issues for enterprise customers, MSPs, and integrators. You'll support NETGEAR's switches, WiFi access points, security gateways, and network management solutions, both cloud and on-premises. In this post-sales role, you'll represent NETGEAR to our customers, bringing strong technical skills and excellent customer management to a fast-paced, high-growth environment.\nKey Responsibilities\nServe as the technical escalation point for Enterprise Networking and AV customers, working with them directly by phone whenever possible\n\nDiagnose and resolve complex technical issues involving:\nLayer 2 switching and Layer 3 routing\n\nQoS, IGMP, and STP\n\nNetwork and AV-over-IP hardware\n\nWireless networking\n\nAV protocols and interoperability (Dante, NDI, AES67, and others)\n\nCloud-based and on-premises management platforms\n\nWork with engineering and product teams to resolve complex issues and bugs, and share feedback that improves the customer experience\n\nReplicate issues and validate fixes hands-on in lab environments\n\nDocument solutions, root causes, and workarounds in the knowledge base\n\nStay current on emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates\n\nContribute to proactive support work, such as support guides, training for lower-tier support teams, and customer-facing webinars and documentation\n\nWhat You Bring\n4+ years of experience in customer-facing technical support, network operations, or field support, ideally in enterprise or AV-over-IP switching environments\n\nFluent written and spoken English, with the ability to explain complex technical concepts to customers at any level of technical expertise\n\nExtensive knowledge of networking protocols and topologies\n\nHands-on expertise with:\nVLANs, QoS, STP/RSTP, and Ethernet switching protocols\n\nWireless networking deployment and troubleshooting\n\nRouting protocols and troubleshooting\n\nIGMP Snooping, Querier, and multicast traffic optimization\n\nCLI troubleshooting tools, port mirroring, and packet capture analysis\n\nStrong working knowledge of Wireshark\n\nExperience supporting or deploying NETGEAR switches or similar platforms (Cisco, Extreme, Aruba)\n\nStrong skills with technical documentation, ticketing systems, and remote diagnostic tools\n\nNice to Have\nFamiliarity with ProAV systems and tools such as Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX\n\nExperience supporting AV system integrators, event production, or ProAV deployments\n\nIndustry certifications such as NETGEAR Certified, CCNA, CWNA, Dante Level 2+, or AVIXA CTS\n\nA track record of working remotely and independently\n\nWho You Are\nA confident problem solver who handles escalations calmly and professionally\n\nCommitted to customer satisfaction, with a consultative approach\n\nA clear, effective communicator with customers, partners, and internal teams\n\nDetail-oriented, with strong organization and documentation habits\n\nCollaborative across Support, Engineering, and Product teams\n\nFlexible with your hours when global customers need support\n\nCompany Statement/Values:\nAt NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.\nWe're a performance-driven, talented and connected team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the Next Gear by living our values: we Dare to Transform the future, Connect and Delight our customers, Communicate Courageously with each other and collaborate to Win It Together. You’ll find our values woven through our processes, present in our decisions, and celebrated throughout our culture.\nWe strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity.\nNETGEAR hires based on merit. All qualified applicants will receive equal consideration for employment. All your information will be kept confidential according to EEO guidelines.","description_format":"text","description_chars":5151,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Network Equipment"],"lifecycle":[{"event":"open","at":"2026-10-06T16:51:44Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":5,"expected_fill_days":55,"reasons":["conf:2","stale_co","velocity","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":53335,"is_top_pay":false},"html_url":"https://alion.io/job/netgear-l3-technical-support-engineer-enterprise-networking-av-solution","json_url":"https://alion.io/job/netgear-l3-technical-support-engineer-enterprise-networking-av-solution.json","meta":{"generated_at":"2026-10-13T01:23:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2073,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5983},"rest":"https://alion.io/mcp/rest/get_company?id=5983"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnetgear-l3-technical-support-engineer-enterprise-networking-av-solution"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnetgear-l3-technical-support-engineer-enterprise-networking-av-solution"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnetgear-l3-technical-support-engineer-enterprise-networking-av-solution"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/netgear-l3-technical-support-engineer-enterprise-networking-av-solution\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnetgear-l3-technical-support-engineer-enterprise-networking-av-solution"}]}