Service Delivery and Premium Support Engineer

Role Overview

NETGEAR is seeking a highly skilled Professional Services & Premium Support Engineer to support our growing ProAV business in the US. This is a field-first role with significant travel, not a desk-based support position.

You will spend a large portion of your time on-site with customers, system integrators, and partners, delivering Professional Services and supporting critical AV over IP environments. The role combines hands-on deployment, real-time troubleshooting, and L3 escalation support where performance, timing, and reliability are critical.

This is a role for someone who wants to be close to the action, working directly in live environments and solving real problems on-site.

Key Responsibilities

• Deliver Professional Services engagements for AV over IP deployments, including design validation, configuration, commissioning, optimization, and health checks.
• Travel extensively across the US to customer sites, including multi-day on-site engagements and flexibility to support urgent situations.
• Act as the L3 escalation point for Premium Support customers.
• Work on-site during installations, go-lives, and live or near-live events.
• Design and troubleshoot AV networks supporting Dante, AES67, NDI, and ST2110/IPMX.
• Manage multicast environments, ensuring proper IGMP behavior, QoS, VLAN segmentation, and bandwidth control.
• Support and troubleshoot PTP timing environments.
• Handle multi-vendor interoperability challenges.
• Perform deep technical analysis using packet captures and diagnostic tools.
• Act as a trusted technical advisor on-site with customers and partners.
• Collaborate with Systems Engineers and Sales teams for pre-sales support.
• Document findings, solutions, and best practices.
• Provide feedback to Product and Engineering on field observations and customer needs.

Required Qualifications

• 5–10+ years of experience in network engineering, AV integration, or Professional Services.
• Strong expertise in IP networking including multicast, VLANs, QoS, and switching.
• Hands-on experience with AV over IP technologies: Dante, AES67, NDI.
• Exposure to ST2110, IPMX, and PTP timing environments preferred.
• Experience in AV environments such as corporate AV, live production, or broadcast.
• Strong troubleshooting and diagnostic skills in complex, live environments.
• Proven experience working on-site with enterprise customers and system integrators.
• Willingness and ability to travel extensively across the US.
• Strong written and verbal communication skills with both technical and non-technical audiences.

Preferred Qualifications

• Relevant certifications: Dante Level 2+, AVIXA CTS, CCNP, or equivalent.

Travel Requirements

Extensive travel across the US required. This role involves frequent multi-day on-site engagements and flexibility to support urgent customer situations.

Preferred Attributes

• Comfortable in a field-based, travel-heavy role and thrives in dynamic environments.
• Calm under pressure in critical, time-sensitive situations.
• Highly independent and decisive with strong judgment in the field.
• Customer-first mindset with a focus on outcomes and satisfaction.
• Execution-focused with strong organizational and follow-through habits.
• Strong interpersonal skills and collaborative across internal teams.

Opportunities for Growth

• Contribute to the development of service offerings and delivery methodologies.
• Participate in lab environments and reference design development.
• Play a role in shaping the evolution of NETGEAR’s Premium Support program.

Company Statement/Values

At NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.

We're a performance-driven, talented and connected team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the Next Gear by living our values: we Dare to Transform the future, Connect and Delight our customers, Communicate Courageously with each other and collaborate to Win It Together. You’ll find our values woven through our processes, present in our decisions, and celebrated throughout our culture.

We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity.

NETGEAR hires based on merit. All qualified applicants will receive equal consideration for employment. All your information will be kept confidential according to EEO guidelines.