Technical Support Engineer

Job Summary:

Working to drive forward the NETGEAR mission of delivering a top-quality service to its customers, this role will involve providing the highest standard of advanced technical support, via phone and online for the full NETGEAR for Business product lines.

This position will work closely with the European Level 3 team and engineering groups worldwide. 

Specific Responsibilities

·        Be part of the worldwide Level 3 Technical Support Team.

·        Provide fast turnaround in resolution of cases escalated to 3rd tier of support, with a preference in engaging customers directly via phone.

·        Manage personal queue of cases and maintain ownership of cases to completion.

·        Troubleshoot various enterprise / small business network topologies.

·        Provide dedicated support to top resellers and integrators.

·        Work with junior and senior tiers of support, to drive effective case handling.

·        Find, reproduce and report bugs to R&D.

·        Support of sales when needed through delivering proof of concept and designed solutions.

·        Assistance in the creation of basic training material and where necessary carry out internal training.

·        Help in creation of documents for the knowledge base server.

·        Maintenance / setup of the NFB Lab.

·        Limited onsite support or installation for larger accounts.

Knowledge/Skills/Competencies:

·        Fluent in English language (written / verbal).

·        Track record of exceptional customer service in a consultative role.

·        Excellent communication and interpersonal skills.

·        Strong sense of ownership and accountability / work ethic.

·        Experienced troubleshooter.

·        Extensive knowledge of networking protocols and topologies is essential.

·        Relentless when it comes to case notation / documentation.

·        Self-driven desire to learn new products and technologies.

·        RFO / KPI driven.

·        Hands-on experience designing / maintaining a lab in an enterprise environment.

·        Strong collaborator across various functions and time zones to achieve a common goal.

·        Capable of building productive relationships internally and externally across international team members.

·        Action oriented individual with quick problem identification and remediation skills.

·        Strong working knowledge of Wireshark.

·        Experience with troubleshooting fiber / copper.

Education/Experience:

·        Minimum of 5 years’ experience in a technical support role.

·        Bachelor’s Degree in Computing or other technical discipline from an accredited University/College is preferred.

·        Cisco certification or CWNA or equivalent.

·        Proven technical support experience in some of the following areas is required:

o   TCP/IP.

o   Layer 2 and layer 3 switching.

o   VOIP / IGMP / STP.

o   Routing protocols.

o   Wireless networking.

o   Cloud services.

o   NAS and SAN devices.

o   Virtualization.

o   Linux (command line) experience.

o   Windows / MacOS operating systems.

o   VPN and other SMB internet router functions.

Company Statement/Values:  

At 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.  

We'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. 

We 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. 

NETGEAR is an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.