Arlo Technologies, Inc. is dedicated to creating innovative security solutions. They are seeking a Partner Support Escalation Engineer to manage escalated technical issues and build strong relationships with strategic partners, ensuring they have the resources needed to support Arlo products.
Responsibilities:
- 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
- Perform root cause analysis on recurring issues and provide detailed technical summaries to partners
- Track escalations to resolution and ensure timely communication throughout the lifecycle
- Provide advanced technical troubleshooting guidance for complex device, connectivity, and integration issues
- Analyze logs, diagnostic data, and error patterns to identify root causes
- Develop and maintain partner-specific troubleshooting guides and known issue documentation
- Guide partner support teams through diagnostic procedures and resolution steps
- Create and maintain technical support documentation, troubleshooting workflows, and FAQ resources for partners
- Deliver product training and technical deep dives to partner support teams for new product launches
- Share best practices and lessons learned from issue resolution
- Provide technical updates on product changes, firmware updates, and known issues
- Work with Engineering and QE to validate defect reports from partners and coordinate bug fixes
- Collaborate with Product Support Operations to identify systemic issues affecting partners
- Escalate partner feedback on product quality and support experience to appropriate internal teams
- Participate in partner QBRs providing technical support metrics and issue trend analysis
- Track and report on partner escalation trends, resolution times, and satisfaction metrics
- Identify recurring technical issues and work with internal teams on systemic improvements
- Maintain detailed records of escalations in Jira and Salesforce
Requirements:
- Fluent English (C1 preferred); additional languages a plus for global partner coverage
- Degree in Computer Science, Engineering, or related technical field (or equivalent experience)
- 3+ years in partner engineering, solutions engineering, technical account management, or senior technical support
- 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)
- Demonstrated ability to manage multiple high-priority escalations simultaneously
- Previous experience with IoT devices, security cameras, or smart home products
- Familiarity with smart home platforms (Alexa, Google Home, Apple HomeKit, SmartThings, IFTTT)
- Understanding of video streaming protocols (HLS, RTSP, WebRTC)
- Experience with API troubleshooting (REST APIs, webhooks, OAuth flows) from a support perspective
- Scripting knowledge (Python, Bash) for log parsing and data analysis
- Experience conducting technical training sessions for support teams
- Background working with retail or channel partner support organizations