L2 Technical Support Engineer

About the role

As a Level 2 Technical Support Engineer you will join NETGEAR’s Enterprise Support team, providing high‑quality assistance to business customers using a range of networking products. You will troubleshoot moderately complex issues, manage support cases and work closely with senior engineers to ensure timely resolutions.

Key responsibilities

• Deliver front‑line support via phone, email and chat for NETGEAR switches, wireless access points, routers, NAS devices, Insight and Exium.
• Diagnose and resolve wired and wireless networking problems using structured troubleshooting methods.
• Escalate unresolved cases to L3 engineers and collaborate on their resolution.
• Maintain a queue of support tickets, documenting steps, findings and solutions in internal systems.
• Meet and exceed targets for customer satisfaction, productivity and quality.

Required profile

• Bachelor’s degree in IT, Engineering or a related technical field.
• CCNA, CompTIA Network+ or equivalent certification, or comparable experience.
• Minimum 2 years of technical support experience, preferably in networking.
• Fluent in Korean and proficient in English, with strong communication skills.
• Ability to manage multiple priorities and work effectively under pressure.

Required skills

• Solid understanding of wired and wireless networking fundamentals (protocols, topologies, technologies).
• Proficiency with remote diagnostic tools and ticketing systems.
• Experience troubleshooting network devices such as switches, access points, routers and NAS.
• CCNA or CompTIA Network+ certification (or equivalent knowledge).