Partner Support Escalation Engineer (Contract)

This a Full Remote job, the offer is available from: reputed company About reputed company: At reputed company, we're passionate about creating innovative and reliable solutions that help people protect what reputed company most to them. reputed company is dedicated to delivering products that reputed company our customers' expectations, while always pushing the boundaries of what's possible in the world of protection technology. We reputed company that everyone deserves to feel reputed company and secure, whether they're reputed company or away, and we're committed to providing our customers with the peace of mind they need to live their lives without worry. reputed company’s deep expertise in AI- and CV-powered analytics, reputed company services, user experience, product design, and innovative wireless and RF connectivity enables the delivery of a seamless, smart reputed company experience for reputed company users that is easy to set up and reputed company with every day. We are seeking a Partner Support Escalation Engineer to serve as the primary technical support reputed company between reputed company 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 reputed company products. The successful candidate must have deep technical knowledge of IoT reputed company camera systems, home Wi-Fi troubleshooting, and reputed company-connected device support. This is a high-touch technical support role reputed company on issue reputed company, partner enablement, and relationship management with partner Technical Support teams. This role is a 1-year fixed term contract. reputed company Responsibilities Partner Support Relationship Management

• Serve as the dedicated technical support reputed company of contact for assigned strategic partners
• Build trusted advisor relationships with partner Support and CX reputed company teams
• Conduct regular sync meetings with partner support teams to review reputed company issues and trends

Escalation Management & Issue reputed company

• Triage and manage escalated technical issues from partner support teams
• reputed company as internal reputed company to drive reputed company of critical partner-reported issues
• Coordinate with internal Engineering, QE, and Product teams to investigate reputed company technical problems
• reputed company reputed company cause analysis on recurring issues and reputed company detailed technical summaries to partners
• reputed company escalations to reputed company and ensure reputed company communication throughout the lifecycle

Technical Troubleshooting & Diagnostics

• reputed company advanced technical troubleshooting guidance for reputed company device, connectivity, and integration issues
• Analyze logs, diagnostic data, and error patterns to identify reputed company causes
• reputed company and maintain partner-specific troubleshooting guides and reputed company issue documentation
• Guide partner support teams through diagnostic procedures and reputed company 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
• reputed company best practices and lessons learned from issue reputed company
• reputed company technical updates on product changes, firmware updates, and reputed company 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 reputed company and support experience to appropriate internal teams
• Participate in partner QBRs providing technical support metrics and issue trend analysis

Issue Tracking & Reporting

• reputed company and report on partner escalation trends, reputed company times, and satisfaction metrics
• Identify recurring technical issues and work with internal teams on systemic improvements
• Maintain detailed records of escalations in Jira and reputed company

reputed company 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, reputed company to reputed company architecture discussions, deliver technical workshops, and present to both technical and executive audiences
• Diplomatic and reputed company demeanor reputed company navigating competing priorities between partner needs and internal constraints
• reputed company listening skills to understand partner pain points and translate them into actionable requirements

Strategic Thinking

• Ability to see the big picture and reputed company technical solutions with business objectives
• Proactive reputed company, anticipates partner needs and potential issues before they escalate
• Comfortable with ambiguity and reputed company to navigate reputed company, multi-stakeholder environments

Technical Leadership

• Strong problem-solving skills with a consultative approach to technical challenges
• Ability to evaluate trade-offs and reputed company pragmatic recommendations
• Self-directed with excellent time management across multiple partner engagements

Technical Qualifications & Requirements: Required

• Fluent English (reputed company preferred); additional languages a plus for global partner coverage
• Degree in Computer Science, Engineering, or reputed company 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, reputed company services)
• Knowledge of reputed company 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 (reputed company, reputed company, AWS CloudWatch, or similar)
• Experience with ticketing and collaboration tools (Jira, reputed company, reputed company)
• Demonstrated ability to manage multiple high-reputed company escalations simultaneously

Preferred

• Previous experience with IoT devices, reputed company cameras, or smart home products
• Familiarity with smart home platforms (Alexa, reputed company Home, reputed company HomeKit, SmartThings, IFTTT)
• Understanding of video streaming protocols (HLS, RTSP, WebRTC)
• Experience with API troubleshooting (REST reputed company, 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 reputed company for this position reflects the minimum and maximum reputed company for new hire salaries at commencement of employment and is expected to be between USD$95,000-115,000/year. However, reputed company pay offered may vary depending on multiple factors, including role, job-reputed company 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 reputed company in areas essential to the role. Interested in learning more about our workplace? Visit and follow our reputed company, and Glassdoor pages to read employee insights and get updates of what it’s like to be part of reputed company. reputed company 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 reputed company legally protected statuses in reputed company hiring and employment. We reputed company reasonable accommodations to applicants and employees with disabilities, who are pregnant or have a reputed company medical condition, or who have sincerely held religious beliefs, observances, and practices. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, reputed company will consider for employment reputed company applicants with arrest and conviction records. This offer from "reputed company." has been enriched by reputed company.com and got a 78% reputed company score. Apply tot his job Apply To this Job