XTN-9910287 | TECHNICAL SUPPORT ENGINEER L3

We are expanding our Technical Support team and seeking an L3 Technical Support Engineer to collaborate with our global Care Support, Quality Engineering (QE), and Engineering teams.

The ideal candidate is highly technical, with experience in cloud technologies (REST, HTTP, APIs), IoT security camera systems, and hands-on troubleshooting of networking devices such as routers, security appliances, switches, and wireless products. Strong customer management, escalation handling, and time-management skills are essential.

This role’s primary responsibility is to provide 3rd-tier escalation support, including troubleshooting complex multi-system issues, security incidents, and critical bugs. The candidate will also work with QE and Engineering to replicate problems, validate defects, support product testing, create internal/external knowledge content, guide call centers, and engage with customers and partners on product-specific concerns across our device portfolio.

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

Specific Responsibilities
• Provide escalated technical support for Arlo cameras, doorbells, hubs, and accessories via phone and email, guiding customers through device onboarding, network configuration, and hands-on troubleshooting steps
• Manage customer interactions professionally, handling frustrated customers with patience and empathy while diagnosing and resolving device, connectivity, app, streaming, and subscription issues
• Document and escalate appropriately by accurately recording customer interactions and issues in ticketing systems (Jira, Salesforce)
• Learn and maintain product knowledge of Arlo's products, core features, subscription plans, billing processes, and common troubleshooting procedures
• Participate in continuous learning through product training, staying updated on new releases and features, and contributing knowledge base improvements based on customer interactions
• Collaborate with team and cross-functional members to share learnings, best practices, and assist in testing new products or features as needed

Core Competencies & Soft Skills:
• Strong customer service focus with patience, empathy, and professionalism
• Good communication skills both oral and written, with ability to explain technical concepts to non-technical customers and stakeholders
• Problem solving and logical thinking with methodical hands-on troubleshooting approach
• Team player willing to collaborate and ask for help when needed
• Detail-oriented with ability to manage time effectively
• Adaptable and eager to learn in a fast-paced environment

Technical Qualifications & Requirements:
Required:
• Fluent English language knowledge (C1 preferred)
• Degree in technical field (or equivalent experience)
• Experience technical support, customer service, or related experience
• Knowledge of networking concepts (IP, Wi-Fi, routers, home network setup)
• Familiarity with operating systems (iOS, Android, Windows, macOS)
• Familiarity with cloud services and mobile application
• Experience with log analysis or monitoring tools (Splunk, Datadog, AWS Cloudwatch or similar)

Preferred:
• Previous experience with Arlo smart home devices (security cameras, doorbells, voice assistants)
• Familiarity with Alexa, Google Home, or HomeKit
• Experience of web services technologies and protocols (HTTP, JSON, XML, REST)
• Technical certifications (CompTIA A+, Network+, LPIC or similar)