Technical Support Engineer (Mandarin)

Job description

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. This is a 100% remote position based in Taiwan, offering excellent work flexibility and the autonomy to manage your day. 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 - Multi-Channel Support: Provide front-line support via phone, email, and chat for NETGEAR switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium. - Problem Solving: Diagnose and resolve moderately complex wired and wireless networking issues. - Structured Escalation: Apply structured troubleshooting methodologies, follow established procedures, and escalate complex issues to L3 Technical Support Engineers when required. - Team Collaboration: Partner with L3 engineers to support efficient resolution of escalated cases. - Adaptive Communication: Communicate clearly with local and international customers of varying technical levels, ensuring a smooth and professional support experience. - Customer Empathy: Deliver a customer-focused, empathetic, and solution-oriented experience. Case Management & Collaboration - Queue Management: Manage your support tickets independently, ensuring timely and accurate resolution. - Cross-Border Collaboration: Collaborate with peers, senior engineers, and cross-functional global teams to resolve issues and share knowledge. - Documentation: Document troubleshooting steps, findings, and resolutions clearly in internal systems. Performance & Quality - Success Targets: Strive to exceed targets for customer satisfaction, productivity, and quality. - Continuous Improvement: Identify recurring issues and contribute to process and product improvements. - Growth Mindset: Stay up to date with NETGEAR products, tools, and networking fundamentals. Required Qualifications Language & Communication - English Proficiency: Professional working proficiency in English (spoken and written) for seamless collaboration with global internal teams. - Mandarin Fluency: Native or fluent Mandarin (written and spoken) to support local and regional accounts. - Strong Interpersonal Skills: Exceptional communication skills with a customer-first mindset and the ability to explain complex technical concepts simply. Technical Expertise - Networking Core: Solid understanding of wired and wireless networking fundamentals (protocols, topologies, and technologies). - Analytical Skills: Strong analytical and troubleshooting skills for both wired and wireless networking issues. - Remote Tools: Familiarity with remote diagnostic tools, remote desktop software, and ticketing systems. Flexibility & Mindset - Adaptability: Ability to manage multiple priorities and perform effectively under pressure in an independent, remote environment. - Team-Oriented: Eager to learn, collaborate digitally, and share knowledge across virtual teams. Education & Experience - Education: Bachelor’s degree in Information Technology, Engineering, or a related technical field. - Certifications: CCNA, CompTIA Network+, or equivalent certification (or relevant equivalent experience). - Experience: Minimum of 2 years of experience in technical support, preferably in a networking-focused role. 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.