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Partner Support Escalation Engineer – Contract
Location
United States
Posted
116 days ago
Salary
$95K - $115K / year
Seniority
Senior
Job Description
Partner Support Escalation Engineer – Contract
Arlo Technologies, Inc.
• 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
Job 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
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