Serve as the dedicated technical support point of contact for assigned strategic partners
Build trusted advisor relationships with partner Support and CX Success teams
Conduct regular sync meetings with partner support teams to review open issues and trends
Triage and manage escalated technical issues from partner support teams
Act as internal advocate to drive resolution of critical partner-reported issues
Coordinate with internal Engineering, QE, and Product teams to investigate complex technical problems
Provide advanced technical troubleshooting guidance for complex device, connectivity, and integration issues
Develop and maintain partner-specific troubleshooting guides and known issue documentation
Deliver product training and technical deep dives to partner support teams for new product launches

3+ years in partner engineering, solutions engineering, technical account management, or senior technical support
Fluent English (C1 preferred); additional languages a plus for global partner coverage
Degree in Computer Science, Engineering, or related technical field (or equivalent experience)
Deep understanding of IoT device troubleshooting (connectivity, firmware, cloud services)
Knowledge of cloud platforms (AWS, GCP, Azure) and microservices architectures
Strong knowledge of networking concepts (Wi-Fi, IP addressing, NAT, firewalls, DNS, port forwarding)
Experience troubleshooting mobile app issues on iOS and Android platforms
Proficiency with log analysis and monitoring tools (Splunk, Datadog, AWS CloudWatch, or similar)
Experience with ticketing and collaboration tools (Jira, Confluence, Salesforce)

Partner Support Escalation Engineer – Contract

Key skills