L2 Technical Support Engineer

Job Title: Level 2 Technical Support Engineer (100% Remote - Taiwan) 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. Work Flexibility & Culture Work from Anywhere in Taiwan: Enjoy the comfort and balance of a fully remote setup. Flexible Autonomy: Manage your own case queue and priorities while collaborating asynchronously with a global team. Empowered Communication: We prioritize open, transparent communication over micromanagement, giving you the trust and space to solve problems effectively. 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 Managem