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.
