Partner Support Escalation Engineer – Contract

🕒 February 10

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Arlo Technologies, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🔐 Security

🔧 Hardware

Security • Hardware

Arlo Technologies, Inc. is a company specializing in home security products, including high-resolution cameras and video doorbells. These products are designed to provide peace of mind by monitoring indoor and outdoor spaces, even in challenging lighting conditions. Arlo offers a range of security cameras with features such as 4K and 2K video quality, wireless functionality, and subscription-based security services. Their product lineup includes the Ultra 2, Pro 5, Essential series, and various new wireless video doorbells. Arlo Technologies aims to make security accessible and shareable with their Refer a Friend program and promotes enhanced protection through partnership with Verisure for professionally monitored alarms.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development opportunities • Paid time off