Senior Technical Support Specialist

Salary: $62,920 - 75,753 per year

• Proficiency in the English language.
• A degree in a technical field or equivalent experience.
• Previous experience in technical support, customer service, or a similar role.
• Understanding of networking concepts (IP, Wi‑Fi, routers, home network setup).
• Familiarity with operating systems (iOS, Android, Windows, macOS).
• Experience with cloud services and mobile applications.
• Knowledge of log analysis or monitoring tools (Splunk, Datadog, AWS Cloud Watch, or similar).

• Provide advanced technical assistance for Arlo cameras, doorbells, hubs, and accessories via phone and email, guiding customers through onboarding, network configuration, and troubleshooting steps.
• Interact with customers professionally, addressing concerns with patience and empathy while diagnosing and resolving issues related to devices, connectivity, apps, streaming, and subscriptions.
• Document and appropriately escalates issues by thoroughly recording customer interactions in ticketing systems (Jira, Salesforce).
• Acquire and maintain in-depth knowledge of Arlo's products, essential features, subscription plans, billing processes, and standard troubleshooting methods.
• Engage in ongoing learning through training on product updates, contributing to improvements in our knowledge base based on customer feedback.
• Collaborate with team members and other departments to share insights, best practices, and assist in testing new products or features as required.

• AWS
• Android
• Cloud
• Cloud Watch
• Datadog
• HTTP
• IoT
• Support
• JIRA
• macOS
• Mobile
• Network
• REST
• Salesforce
• Security
• Splunk
• Windows
• iOS
• JSON
• Web
• XML

We are looking for a technically inclined individual who possesses knowledge of cloud technologies (REST, HTTP, APIs) and IoT security camera systems. The ideal candidate will have hands‑on troubleshooting experience with networking equipment, such as routers, security appliances, switches, and wireless products. It is essential that you demonstrate exceptional customer management skills, manage escalated and upset customers with professionalism and empathy, and exhibit excellent time management abilities.

As part of your role, you will provide third‑tier escalation support, handle complex multi‑system issues, security incidents, and identify critical bugs. You will collaborate closely with Quality Engineering and Engineering teams to replicate issues, validate defects, and assist in product testing. Interactions with customers and partners regarding product‑specific concerns across our extensive product range will also be part of your responsibilities.

This is a contract position offering a pay range of $30.25 - $36.42 per hour, with an expectation of 40 hours of work each week, in‑person.