Technical Support Engineer (French or German)
Role Overview
Location: Ireland (Hybrid/Remote)
As a Level 2 Technical Support Engineer, you will be a key member of the NETGEAR Enterprise Support organisation, delivering high-quality technical assistance to business customers across a range of networking products. You will handle moderately complex technical problems, manage support cases and collaborate with internal teams, escalating advanced issues to L3 engineers when needed.
Key responsibilities
Customer support and troubleshooting
- Provide front-line support via phone, email, and chat for NETGEAR switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium (NETGEAR's SASE security platform).
- Diagnose and resolve moderately complex wired and wireless networking issues using structured troubleshooting methodologies.
- Escalate complex or unresolved issues to L3 engineers, collaborating closely to ensure efficient resolution.
- Communicate clearly and empathetically with customers of varying technical levels, delivering a professional and solution-oriented experience.
Case management and 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 and quality
- Meet and exceed targets for customer satisfaction, productivity, and quality.
- Identify recurring issues and contribute to process and product improvements.
- Stay current with NETGEAR products, tools, and networking fundamentals.
Key Qualifications
- 3+ years of experience in technical support, preferably in a networking-focused role.
- Fluency in French or German (in addition to English).
- Solid understanding of wired and wireless networking fundamentals - protocols, topologies, and technologies.
- Familiarity with remote diagnostic tools ...