Job Description
Role Overview:
As a Level 2 Technical Support Engineer, you will be a key member of the NETGEAR Enterprise Support organization, delivering high-quality technical assistance to business customers across a range of networking products.
In this role, you will troubleshoot customer issues, manage support cases, and collaborate with internal teams to deliver effective solutions. You will handle moderately complex technical problems and escalate more advanced issues to L3 Technical Support Engineers when needed.
Key Responsibilities:
Customer Support & Troubleshooting
· Provide front-line support via phone, email, and chat for NETGEAR switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium.
· Diagnose and resolve moderately complex wired and wireless networking issues.
· Apply structured troubleshooting methodologies, follow established procedures, and escalate complex or unresolved issues to L3 Technical Support Engineers when required.
· Collaborate with L3 engineers to support efficient resolution of escalated cases.
· Communicate clearly with customers of varying technical levels, ensuring a smooth and professional support experience.
· Deliver a customer-focused, empathetic, and solution-oriented experience.
Case Management & Collaboration
· Manage 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 & Quality
· Strive to exceed targets for customer satisfaction, productivity, and quality.
· Identify recurring issues and contribute to process and product improvements.
· Stay up to date with NETGEAR products, tools, and networking fundamentals.
Required Qualifications:
Technical Expertise:
· Solid understanding of wired and wireless networking fundamentals (protocols, topologies, and technologies).
· Strong analytical and troubleshooting skills for both wired and wireless networking issues.
· Familiarity with remote diagnostic tools and ticketing systems.
Soft Skills & Communication:
· Fluency in Mandarin (required).
· Professional working proficiency in English (spoken and written).
· 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 learn.
Qualifications & Experience:
· Bachelor’s degree in Information Technology, Engineering, or a related technical field.
· CCNA, CompTIA Network+, or equivalent certification (or relevant experience).
· Minimum of 2 years of experience in technical support, preferably in a networking-focused role.
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.