• Troubleshoot and resolve moderately complex and sometimes ambiguous incidents across applications and integrations • Perform advanced data analysis and debugging to identify root causes of system issues • Implement configuration changes and light development fixes to resolve issues and improve system performance • Own issues end-to-end, including diagnosis, resolution, validation, and documentation • Identify systemic issues and contribute to long-term solutions and process improvements • Partner with development teams to refine escalations and reduce repeat issues • Contribute to knowledge base improvements and automation opportunities

• 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. • 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. • 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.

• Manage customer communication and expectations. • Provide phone, email, and chat support to assigned accounts. • Provide troubleshooting and debugging of customer problems. • Act as the customer liaison to Engineering, Sales, and Field Engineer teams. • Transition product issues to Tier 3 Support, Engineering, and product enhancements to Product Management, tracking status to the customer regularly. • Escalate critical issues and roadblocks to the Technical Support Manager. • Be a part of the on-call rotation for the assigned product team.

Role Description We are looking for a highly skilled Senior Technical Support Engineer to serve as the ultimate escalation point for our clients' technical issues. In this role, you will focus entirely on ensuring the seamless agent deployment, functionality efficiency, and health of our Platform. You will troubleshoot complex system environments, lead agent installations, and conduct client training sessions. - Advanced Technical Troubleshooting: Act as the Tier 2/Escalation point for complex technical issues, diagnosing and resolving deep-rooted system, network, and software problems for our clients. - Agent Installation & Management: Guide clients through, and directly execute, the deployment and configuration of software agents (e.g., EDR, monitoring tools) across diverse enterprise environments (Windows, Linux, Kubernetes, etc.). - Client Training & Onboarding: Design and deliver comprehensive technical training sessions to ensure clients are fully equipped to utilize and maintain our solutions. - Escalation & Communication Management: Lead communications with key client stakeholders (including technical Champions) during high-priority technical roadblocks, translating complex issues into clear, actionable updates. - Knowledge & Process Improvement: Author detailed Knowledge Base (KB) articles and standard operating procedures (SOPs) to streamline future installations and troubleshooting steps. - Team Mentorship: Coach and guide junior support staff on advanced troubleshooting techniques and client management. Qualifications - 5+ years in enterprise technical support, field engineering, or a highly technical, customer-facing B2B SaaS role. - Strong skills in managing and fixing major enterprise operating systems, especially Windows, Linux, and macOS. - Strong understanding of public cloud platforms (AWS, Azure, or GCP) to support and fix software setups in cloud and hybrid environments. - Strong understanding of network setups and protocols, including TCP/IP, DNS, ICMP, and Firewalls, with the ability to use network tools to fix connectivity and installation blocks. - Skilled in PowerShell and Shell scripting (Bash) to automate troubleshooting and handle large-scale software deployments. - Good general understanding of cybersecurity products (like EDR, SIEM, or XDR) only from an installation, system compatibility, and setup standpoint. - Great ability to break down deployment failures, read complex log files, and copy complex client environments in a test lab. - Strong verbal and written communication skills, with the professionalism needed to deliver training and lead important talks during onsite client visits. Benefits - 💰 Competitive Package – Salary + equity options + saving plan - 🧘 Flexible & Remote – Work from anywhere with an outcomes-first culture - 🤝 Team of Experts – Work with designers, engineers, and security pros solving real-world problems - 🚀 Growth-Focused – Your ideas ship, your voice counts, your growth matters - 🌍 Global Impact – Build products that protect critical systems and data