Technical Support Engineer (Mandarin)

Ovii's Interpretation of the Role

As a Level 2 Technical Support Engineer at NETGEAR, you’ll remotely assist enterprise customers in Taiwan with networking hardware and software, handling tickets, troubleshooting issues, and collaborating with senior engineers to ensure swift resolutions.

Role Snapshot

• Level 2 Technical Support Engineer
• Remote (Taiwan)
• Enterprise networking products
• Bilingual English / Mandarin
• Ticket and case management
• Collaboration with L3 engineers

Must-Have Requirements

• English professional proficiency
• Mandarin fluency
• Networking fundamentals (wired & wireless)
• Analytical troubleshooting
• Remote diagnostic tools
• Ticketing system experience
• Bachelor’s degree in IT/Engineering
• CCNA or CompTIA Network+ certification
• technical support
• networking
• Bachelor’s degree in Information Technology, Engineering, or related technical field
• CCNA
• CompTIA Network+ or equivalent
• Minimum 2 years technical support experience
• Must hold a bachelor’s degree in a technical field
• Must be fluent in Mandarin (written and spoken)

Work Setup

• Location: Taipei, Taiwan
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Taiwan
• Employment type: Full-Time

Eligibility Gates

• Work authorization: Authorized to work in Taiwan

Not Specified in JD

• Salary range
• Visa sponsorship
• Relocation assistance
• Coding test
• Portfolio
• GitHub profile
• Writing sample
• Cover letter

What You'll Likely Work On

• Provide phone, email, and chat support for switches, access points, routers, NAS devices, Insight and Exium.
• Diagnose and resolve moderately complex wired and wireless networking issues.
• Apply structured troubleshooting steps and escalate challenging cases to L3 engineers.
• Independently manage ticket queues, ensuring timely and accurate resolutions.
• Document troubleshooting actions and outcomes in internal knowledge bases.
• Collaborate with global teams and senior engineers to close escalated cases.
• Meet or exceed targets for customer satisfaction, productivity, and quality.
• Identify recurring problems and suggest process or product improvements.

Good Fit If You Have

• Enjoys remote, independent work environments.
• Demonstrates strong customer empathy and communication skills.
• Team‑oriented and eager to share knowledge across virtual teams.