L2 Technical Support Engineer

About the role

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. · Deliv