L2 Technical Support Engineer

About the role

You will serve as a primary technical contact for business clients, resolving networking issues across the Netgear product portfolio. This position operates entirely remotely from Taiwan, requiring you to manage your own case queue while collaborating with global teams. You will act as the definitive expert for enterprise level networking issues, ensuring that every interaction maintains a high standard of professionalism and technical accuracy. The success of this role is measured by your ability to resolve complex problems quickly while minimizing unnecessary escalations. You will be responsible for owning the entire lifecycle of a support ticket from initial intake to final closure. This role demands strong ownership, discipline, and the ability to work effectively without direct supervision. You will contribute directly to customer satisfaction and retention by providing reliable and knowledgeable support on a daily basis.

Key facts

What you'll do

• Provide technical assistance via phone, email, and chat for switches, wireless access points, business routers, NAS devices, Netgear Insight, and Exium.
• Diagnose and fix wired and wireless networking problems using structured methodologies and industry best practices.
• Follow established procedures to escalate advanced technical issues to L3 engineers with comprehensive handoffs and detailed notes.
• Maintain clear documentation of troubleshooting steps and resolutions in internal systems to ensure continuity and knowledge retention.
• Manage support tickets independently to meet quality and productivity targets while adhering to strict service level agreements.
• Partner with global cross-functional teams to share knowledge and resolve complex cases that span multiple product lines and regions.
• Utilize remote diagnostic tools and remote desktop software to investigate device configurations and capture critical system data.
• Analyze ticket histories and system logs to identify recurring issues and trends that may indicate larger product or documentation gaps.
• Communicate technical concepts in a clear and concise manner to customers with varying levels of technical expertise and background knowledge.
• Continuously update your understanding of networking protocols, topologies, and technologies to remain effective in a rapidly evolving product landscape.

Requirements

• Bachelor degree in Information Technology, Engineering, or a related technical field.
• Minimum of 2 years of experience in technical support, specifically within networking environments.
• Native or fluent Mandarin (spoken and written) and professional proficiency in English for both verbal and written communication.
• Solid understanding of networking protocols, topologies, and technologies including TCP/IP, routing, switching, and wireless standards.
• Strong analytical and troubleshooting capabilities to isolate root causes in distributed and heterogeneous network environments.
• Ability to work independently and manage multiple priorities in a remote setting while maintaining attention to detail and accuracy.
• Excellent written communication skills to produce clear, organized, and accurate documentation for internal and external audiences.
• Professional demeanor and the ability to de-escalate tense situations while maintaining a solutions focused mindset.

Nice to have

• CCNA certification.
• CompTIA Network+ certification.
• Equivalent professional experience in lieu of specific certifications that demonstrate relevant networking knowledge.

Practical notes

• This role requires the ability to explain complex technical concepts to customers with varying levels of expertise in a patient and structured way.
• Candidates must be comfortable working in a digital, asynchronous environment where communication occurs primarily through text based tools and scheduled meetings.
• No specific working hours are mandated, but you must be available to support customers during standard business hours relevant to the enterprise segment in the Taiwan region.
• Travel is not required for this position as it is a fully remote role designed to support customers across multiple geographic locations.
• No visa requirements apply as the engagement is fully remote and based within the designated regional location.
• The successful candidate must have reliable internet connectivity and a suitable workspace to perform the duties of this role effectively.
• Applicants are expected to adhere to Netgear security policies and data handling procedures at all times to protect customer information and corporate assets.