Firmware Manager
Arlo Technologies, Inc.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.
SustainingFirmwareManager
Location: Richmond, Canada/ Carlsbad, California/ Remote PST
We are looking for a SustainingFirmwareManager to lead a team responsible for supporting and improving Arlo's existing products in the field. You will own the end-to-end sustaining lifecycle-from issue intake and triage through root cause analysis, fix development, and release delivery-ensuring our customers experience reliable, high-quality products.
Key Responsibilities
Issue Management & Triage – Manage intake and prioritization of field issues from customer support, partners, factory, and internal teams through structured triage processes.
Monitoring & Observability – Establish dashboards, alerting, and health metrics to proactively detect field issues, monitor release rollouts, and drive instrumentation improvements to reduce time-to-root-cause.
Release Planning & Delivery – Own release train planning, balancing severity and business impact to deliver timely fixes via fast-track or scheduled releases.
Team Leadership – Manage a team of sustaining engineers focused on root cause analysis, fix development, test planning, and cross-platform impact assessment.
Escalation Management – Own the escalation process, ensuring critical field issues are resolved within SLA with proper cross-functional coordination.
Systemic Issue Ownership – Drive long-term improvement initiatives for recurring systemic problems that require cross-org collaboration and sustained multi-release effort. Track MTTR and quality metrics.
Cross-Functional Collaboration – Partner with customer support, QA, factory, and partner teams to ensure proper issue documentation and efficient handoffs.
Qualifications
5+ years of engineering management experience, preferably in embedded systems, firmware, or IoT produ
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