Hybrid Staff Sustaining Engineering Manager

at NETGEAR

• Job title: Staff Sustaining Engineering Manager
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: IoT, TCP/IP
• Location requirements: Hybrid, Taipei, Taiwan

About the role

• Sustaining Engineering Manager for Home Networking managing customer-related issues and technical project execution. Collaborating with internal teams and ODMs to improve product quality and performance.

Responsibilities

• Effectively address customer issues to reduce returns and to improve product review ratings.
• Lead sustaining projects for launched Wi-Fi routers, mesh systems, and gateways — ensuring on-time delivery of fixes, ECOs, and firmware updates.
• Own and drive product health metrics including defect rate, return rate (RMA), and customer satisfaction trends.
• Manage sustaining release roadmaps and coordinate cross-functional planning with firmware, QA, and operations teams. Coordinate corrective and preventive actions (CAPA) with design, manufacturing, and SVT teams.
• Collaborate with Product Development, Manufacturing, Quality, and Customer Support to identify and resolve field issues.
• Drive root cause analysis (RCA) and corrective action (CAPA) efforts for high-impact failures or escalations.
• Interface with ODM and chipset partners (e.g., Broadcom, Qualcomm, MediaTek) to ensure timely integration of fixes or driver updates.
• Prioritize and triage field defects and escalation cases from customer support, product reviews, and social medias.
• Analyze telemetry and field data to detect potential connectivity, stability, compatibility… issues from the field.
• Communicate field performance trends and improvement plans to executive stakeholders and product line management.

Requirements

• 8+ years of experience as an engineering role in networking Wi-Fi products, with at least 3+ years in the home networking domain.
• 5–10 years of experience in project management or program management
• Experience managing projects for networking, Wi-Fi, IoT, or consumer electronics products.
• Proven track record of managing complex cross-functional engineering initiatives with global teams and ODM partners.
• Working knowledge of firmware release processes, hardware validation, and customer support workflow.
• Understanding of embedded systems, networking technologies (Wi-Fi, Ethernet, TCP/IP).
• Familiarity with PLM (e.g., Arena, Agile), Jira/Confluence, Git, and manufacturing tools.
• Comfortable reading BOMs, ECO documents, and hardware schematics at a conceptual level.
• Use AI to classify text-based customer feedbacks and reviews with a very high accuracy.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities