Partner Support Escalation Engineer (Contract)

About Arlo:

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.
Core 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

Core Competencies & Soft Skills:

Relationship & Communication

• 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

Strategic Thinking

• 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

Technical Leadership

• 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

Technical Qualifications & Requirements:

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, Google Cloud Platform, 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

The pay range for this position reflects the minimum and maximum target for new hire salaries at commencement of employment and is expected to be between USD$95,000-115,000/year. However, base pay offered may vary depending on multiple factors, including role, job-related knowledge, skills, relevant education and experience.

We're committed to inclusivity and selecting the strongest candidate-no matter their background. Even if you don't meet every listed qualification, we encourage you to apply. We're happy to support growth in areas essential to the role. Interested in learning more about our workplace? Visit and follow our LinkedIn, and Glassdoor pages to read employee insights and get updates of what it's like to be part of Arlo.

Arlo is proud to be an Equal Opportunity Employer. We value inclusion and are committed to inclusive, and harassment-free workplace. We prohibit discrimination and harassment based on all legally protected statuses in all hiring and employment.

We provide reasonable accommodations to applicants and employees with disabilities, who are pregnant or have a related medical condition, or who have sincerely held religious beliefs, observances, and practices. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, the Company will consider for employment qualified applicants with arrest and conviction records.