Partner Support Escalation Engineer (Contract)

Arlo Technologies•Carlsbad, CA

1d•$95,000 - $115,000

About The Position

At Arlo, we're passionate about creating innovative and reliable solutions that help people protect what matters most to them. Our team is dedicated to delivering products that exceed our customers' expectations, while always pushing the boundaries of what's possible in the world of protection technology. We believe that everyone deserves to feel safe and secure, whether they're at home or away, and we're committed to providing our customers with the peace of mind they need to live their lives without worry. Arlo’s deep expertise in AI- and CV-powered analytics, cloud services, user experience, product design, and innovative wireless and RF connectivity enables the delivery of a seamless, smart security experience for Arlo users that is easy to set up and interact with every day. We are seeking a Partner Support Escalation Engineer to serve as the primary technical support liaison between Arlo and our strategic partners. This role focuses on managing escalated technical issues, building strong support relationships, and ensuring partner support teams have the resources needed to successfully support Arlo products. The successful candidate must have deep technical knowledge of IoT security camera systems, home Wi-Fi troubleshooting, and cloud-connected device support. This is a high-touch technical support role focused on issue resolution, partner enablement, and relationship management with partner Technical Support teams. This role is a 1-year fixed term contract.

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
Excellent relationship-building skills with ability to establish trust and credibility with external technical teams
Strong presentation and communication skills, able to lead architecture discussions, deliver technical workshops, and present to both technical and executive audiences
Diplomatic and professional demeanor when navigating competing priorities between partner needs and internal constraints
Active listening skills to understand partner pain points and translate them into actionable requirements
Ability to see the big picture and align technical solutions with business objectives
Proactive mindset, anticipates partner needs and potential issues before they escalate
Comfortable with ambiguity and able to navigate complex, multi-stakeholder environments
Strong problem-solving skills with a consultative approach to technical challenges
Ability to evaluate trade-offs and provide pragmatic recommendations
Self-directed with excellent time management across multiple partner engagements

Nice To Haves

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

Responsibilities

Partner Support Relationship Management 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
Escalation Management & Issue Resolution 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
Technical Troubleshooting & Diagnostics 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
Partner Enablement & Knowledge Transfer 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
Cross-Functional Collaboration 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
Issue Tracking & Reporting 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