Technical Support Engineer

About the role

As a Level 2 , you will play a vital role within the Enterprise Support organization, providing high-quality technical assistance to business customers across a broad range of networking products. Your primary responsibility will be to troubleshoot and resolve moderately complex technical issues related to networking hardware and security platforms. You will handle support cases via various communication channels, including phone, email, and chat, ensuring customer satisfaction and timely resolution. Collaborating closely with internal teams, especially escalation to Level 3 engineers when necessary, will be a key part of your daily activities. This role requires a strong technical background in networking, excellent communication skills, and a customer-first mindset to deliver professional and effective support.

Key facts

What you'll do

• Provide front-line technical support via phone, email, and chat for a variety of NETGEAR products, including switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium, which is NETGEAR's SASE security platform.
• Diagnose and troubleshoot wired and wireless networking issues that are moderately complex, applying structured troubleshooting methodologies to identify root causes.
• Escalate unresolved or complex issues to Level 3 engineers, ensuring smooth communication and collaboration to facilitate quick resolution.
• Communicate clearly and empathetically with customers, understanding their technical levels and delivering solutions in a professional, courteous manner.
• Manage a support ticket queue, ensuring all cases are handled efficiently, with accurate documentation of troubleshooting steps, findings, and resolutions.
• Collaborate with peers, senior engineers, and cross-functional teams to share knowledge, resolve issues, and improve support processes.
• Stay updated on NETGEAR's latest products, tools, and networking fundamentals to provide accurate and current support.
• Meet or exceed targets related to customer satisfaction, productivity, and quality metrics.
• Identify recurring issues or patterns in support cases and contribute to process improvements and product enhancements.
• Contribute to a positive team environment by sharing knowledge and best practices with colleagues.
• Maintain professionalism and patience when dealing with customers, ensuring a positive support experience.
• Document all support interactions thoroughly in internal systems for future reference and quality assurance.
• Assist in training or mentoring junior support staff as needed, sharing expertise and best practices.
• Participate in ongoing training and development to enhance technical skills and support capabilities.
• Support the company's mission to deliver excellent networking solutions by ensuring customer issues are resolved efficiently and effectively.
• Uphold NETGEAR's values of innovation, collaboration, and customer focus in all interactions.
• Contribute to the continuous improvement of support procedures, tools, and documentation.
• Engage in regular team meetings to review support metrics, discuss challenges, and share insights.
• Maintain compliance with company policies, including confidentiality and data security standards.

Requirements

• A minimum of 3 years of experience in technical support, preferably with a focus on networking or related IT fields.
• Fluency in English; proficiency in French or German is highly desirable to support a diverse customer base.
• Strong understanding of wired and wireless networking fundamentals, including protocols such as TCP/IP, DHCP, DNS, VLAN, and Wi-Fi standards.
• Experience troubleshooting networking hardware such as switches, routers, access points, and NAS devices.
• Familiarity with remote diagnostic tools and ticketing/support management systems.
• Excellent communication skills, with the ability to explain technical issues clearly and empathetically to customers of varying technical backgrounds.
• Ability to manage multiple support cases simultaneously while maintaining attention to detail.
• Strong problem-solving skills, with a structured approach to diagnosing and resolving issues.
• Ability to work effectively under pressure and adapt to changing priorities.
• A team-oriented attitude with a willingness to share knowledge and collaborate.
• Bachelor's degree in Information Technology, Engineering, or a related field, or equivalent hands-on experience in networking support.
• Knowledge of security platforms, such as Exium or similar, is a plus.
• Familiarity with ITAR regulations is advantageous but not mandatory.
• Certification such as CCNA, CompTIA Network+, or equivalent is preferred but not required.
• A proactive approach to learning and staying current with networking technologies and support practices.

Nice to have

• Certifications like CCNA, CompTIA Network+, or similar industry-recognized credentials.
• Experience supporting enterprise networking environments and security solutions.
• Knowledge of cloud-based networking and security platforms.
• Familiarity with support ticketing systems such as ServiceNow or similar tools.
• Experience working in a multicultural environment with multilingual support capabilities.
• Understanding of ITAR regulations or other compliance standards relevant to networking support.

Skills & tools

• Strong knowledge of networking fundamentals, including wired and wireless technologies.
• Experience with diagnostic and remote support tools.
• Proficiency in ticketing and case management systems.
• Excellent verbal and written communication skills.
• Customer service orientation with a focus on problem resolution.
• Ability to document technical issues clearly and accurately.
• Analytical thinking and troubleshooting skills.
• Ability to work collaboratively within a team environment.
• Familiarity with security platforms and enterprise networking hardware.

Practical notes

• This position is based on-site in Cork, Ireland, and involves working at the company's physical location.
• The role requires technical expertise in networking hardware, protocols, and troubleshooting.
• Support activities may involve working with customers across different time zones, requiring flexibility.
• The company values diversity and equal opportunity, and all qualified applicants will be considered without discrimination.
• The position may involve participating in ongoing training to stay current with new products and technologies.
• Candidates should be prepared to work in a fast-paced environment, managing multiple support cases efficiently.
• The role emphasizes professionalism, patience, and excellent communication skills to ensure a positive customer experience.
• NETGEAR encourages a culture of continuous improvement, innovation, and collaboration among its support team members.
• The company offers a supportive environment where employees are valued and opportunities for growth are available.
• This role is ideal for individuals passionate about networking technology and customer support, seeking a rewarding career in a global company.