Arlo Technologies, Inc. · 1 day ago
Partner Support Escalation Engineer (Contract)
United States
Full-time, Contract
Remote
Mid, Senior Level
$95K/yr - $115K/yr
3+ years expArlo Technologies is dedicated to creating innovative solutions for security technology. They are seeking a Partner Support Escalation Engineer to manage escalated technical issues and build strong support relationships with strategic partners, ensuring they have the resources needed to support Arlo products effectively.
ElectronicsRetailSecurity
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
Qualification
Required
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
Preferred
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
Company
Arlo Technologies, Inc.
We are a passionate and diverse group of thought leaders, creators, and developers across all disciplines dedicated to changing how people protect and connect with the people and things they love.
201-500 employees
H1B Sponsorship
Arlo Technologies, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (15)
2023 (9)
2022 (8)
2021 (19)
2020 (6)
Funding
Current Stage
Public CompanyTotal Funding
unknown2018-07-01IPO
Leadership Team
Amy Rothstein
Board Member
Recent News
2026-01-11
2026-01-09
Company data provided by crunchbase