Technical Support Engineer (German)

Technical Support Engineer (German) Job Title: Technical Support Engineer Level 3 (German and English) Location: Poland – Remote Role Overview Department: Customer Support and Services (CSS) Reports To: Manager, L3 Technical Support NETGEAR is seeking a highly skilled, customer-focused Technical Support Engineer L3 to join our expanding IT & AV Technical Support organization. In this role, you will serve as a key escalation point between L1/L2 teams and engineering, driving the resolution of complex networking and AV‑over‑IP issues for our professional customers. You will work closely with IT and AV integrators, consultants, and end users—diagnosing advanced technical problems, reviewing configurations, performing in‑depth diagnostics, and advising on best‑practice deployment of NETGEAR’s switches, wireless access points, and related technologies. Success in this role requires deep technical expertise, clear and confident communication, and a passion for solving challenging networking issues in a fast-moving, high-growth environment.. Key Responsibilities: - Act as the technical support escalation point for IT and AV customers, providing in-depth troubleshooting and resolution for escalated tickets involving NETGEAR equipment, with a preference in engaging customers directly by phone. - Diagnose and resolve complex technical issues related to: - Layer 2 and Layer 3 switching - QoS / IGMP / STP - AV protocols and interoperability (Dante, NDI, AES67, etc.) - Routing protocols - Wireless networking - Collaborate with engineering and product teams to escalate and resolve bugs or undocumented behaviours, ensuring high customer satisfaction. - Assist with advanced configurations, firmware validation, and product behaviour replication in lab environments. - Document solutions, root causes, and workarounds in the knowledge base to support continuous improvement of support operations. - Provide feedback to product and development teams regarding recurring issues, customer feature requests, and usability improvements. - Stay up to date with emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates. - Contribute to proactive support initiatives, including support guides, training for lower tier support teams, and customer-facing webinars or documentation. - Monitor for, identify and report on trends in escalations. Required Qualifications: - Fluency in German and English essential. - 3+ years of experience in technical support, network operations, or field support roles, ideally in AV-over-IP or enterprise switching environments. - Hands-on expertise with: - IGMP Snooping, Querier, and multicast traffic optimization - VLANs, QoS, STP/RSTP, and Ethernet switching protocols - CLI troubleshooting tools, port mirroring, and packet capture analysis - Wireless networking deployment and troubleshooting - Familiarity with ProAV systems and tools: Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX. - Experience working with NETGEAR switches or similar platforms (Cisco, Extreme, Aruba) in support or deployment. - Demonstrated proficiency with technical documentation, ticketing platforms, and remote diagnostic and troubleshooting tools. - Strong analytical and problem‑solving abilities, with confidence and professionalism when handling complex escalations. - Excellent written and verbal communication skills, with the ability to convey technical concepts clearly to customers, partners, and internal stakeholders. - High attention to detail with strong organizational discipline and thorough documentation practices. - A collaborative approach with the ability to effectively partner with Support, Engineering, Product, and cross‑functional teams. - Exceptional time‑management skills with the ability to prioritize and manage multiple issues in a fast‑paced environment. Preferred Qualifications: - Industry Certifications (NETGEAR Certified, Dante Level 2+, AVIXA ... (truncated, view full listing at source)