Technical Support Engineer

Role

Overview

Location: Remote Ireland As a Level 2 Technical Support Engineer, you will be a key member of the NETGEAR Enterprise Support organisation, delivering high-quality technical assistance to business customers across a range of networking products. You will handle moderately complex technical problems, manage support cases and collaborate with internal teams, escalating advanced issues to L3 engineers when needed.

Key responsibilities

• Customer support and troubleshootingProvide front-line support via phone, email, and chat for NETGEAR switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium (NETGEAR's SASE security platform).
• Diagnose and resolve moderately complex wired and wireless networking issues using structured troubleshooting methodologies.
• Escalate complex or unresolved issues to L3 engineers, collaborating closely to ensure efficient resolution.
• Communicate clearly and empathetically with customers of varying technical levels, delivering a professional and solution-oriented experience.
• Case management and collaborationManage a queue of support tickets, ensuring timely and accurate resolution.
• Collaborate with peers, senior engineers, and cross-functional teams to resolve issues and share knowledge.
• Document troubleshooting steps, findings, and resolutions clearly in internal systems.
• Performance and qualityMeet and exceed targets for customer satisfaction, productivity, and quality.
• Identify recurring issues and contribute to process and product improvements.
• Stay current with NETGEAR products, tools, and networking fundamentals.
• Key.

Qualifications

• 3+ years of experience in technical support, preferably in a networking-focused role.
• Fluency in French or German (in addition to English).
• Solid understanding of wired and wireless networking fundamentals - protocols, topologies, and technologies.
• Familiarity with remote diagnostic tools and ticketing systems.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to manage multiple priorities and perform effectively under pressure.
• Team-oriented, adaptable, and eager to learnBachelor's degree in Information Technology, Engineering, or a related field or equivalent hands-on experience.

Preferred Qualifications

• CCNA, CompTIA Network+, or equivalent certification.
• 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 hires based on merit.
• All qualified applicants will receive equal consideration for employment.
• All your information will be kept confidential according to EEO guidelines.