Partner Support Escalation Engineer (Contract)

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