XTN-F980263 | TECHNICAL SUPPORT ENGINEER L3

Our client is a leading smart home security company based in the U.S., specializing in wireless security cameras, video doorbells, and floodlights designed for both home and business use. Their products feature high-definition video (up to 4K), advanced AI detection (people, vehicles, packages), and seamless integration with major smart-home platforms like Alexa, Google Assistant, and Apple Home. Through the Arlo Secure subscription, users gain access to cloud storage, smart alerts, and enhanced privacy controls aimed at delivering peace of mind and protection for what matters most.

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

Responsibilities

• Act as Tier 3 (L3) escalation support, handling complex technical issues escalated from L1 and L2 support teams
• Diagnosing and resolving issues related to:
• Home Wi-Fi and network setups
• Device onboarding and registration
• Streaming, app performance, and cloud connectivity
• Subscription, billing, and payment-related technical flows
• Manage customer interactions professionally, demonstrating empathy and strong customer control when handling escalated or frustrated customers
• Perform hands-on, methodical troubleshooting across devices, mobile apps, cloud services, and backend workflows
• Understand and explain how devices interact with backend systems, APIs, and web services
• Accurately document cases, root causes, and resolutions in ticketing systems (e.g., Salesforce Service Cloud or similar)
• Escalate defects, bugs, and systemic issues to Engineering and Quality Engineering teams with clear reproduction steps and evidence
• Collaborate with Engineering, QE, and Support teams to validate issues, test fixes, and improve product quality
• Contribute to internal knowledge bases, troubleshooting guides, and best practices for L1/L2 teams
• Participate in product testing, new feature rollouts, and continuous improvement initiatives

Qualifications

• 3–5+ years of experience in Technical Support, Application Support, NOC, or Escalation Support roles (L2/L3)
• Strong understanding of networking fundamentals, including:
• TCP/IP, DNS, DHCP
• Home Wi-Fi configurations and router setups
• Working knowledge of web and cloud technologies, such as:
• HTTP/HTTPS
• REST APIs
• JSON
• Understanding of how devices interact with backend systems and cloud services
• Experience supporting mobile and desktop platforms (iOS, Android, Windows, macOS)
• Familiarity with ticketing and CRM systems (Salesforce Service Cloud, Jira, or similar)
• Experience reviewing logs or using monitoring tools (e.g., CloudWatch, Datadog, Splunk, or equivalent)
• Strong customer management and communication skills; able to de-escalate tense situations confidently
• Logical, structured problem-solving approach with strong attention to detail
• Ability to translate technical concepts into simple, customer-friendly language
• Excellent written and verbal English communication skills
• Comfortable working independently while collaborating with a global team

Preferred / Nice-to-Have

• Experience supporting smart home, IoT, or consumer electronics products
• Exposure to security cameras, doorbells, streaming devices, or connected home systems
• Familiarity with smart home ecosystems (Alexa, Google Home, Apple HomeKit)
• Technical certifications such as CompTIA A+, Network+, or similar