Escalations Engineer

Motorola Solutions•Phoenix, IN

1d•$100,000 - $115,000

About The Position

Motorola Solutions’ Avigilon Alta Video team is responsible for the cloud video security portfolio within the Video Security and Access Control business unit. The Escalations Engineer is part of the external-facing side of R&D, serving as a bridge between customer-facing support and development teams. The role investigates, solves, and manages complex customer issues, working closely with hardware and software engineers and the global customer support team. The engineer collaborates with support, R&D, product testing, sales, technical documentation, and partners to reproduce and diagnose issues. The role requires effective prioritization, meeting deadlines, and communicating progress, sometimes under pressure. It also offers the opportunity to develop detailed knowledge of cloud video security products and related third-party products. Occasional customer-site visits may be required.

Requirements

At least 4 years of engineering or technical support experience.
Outstanding technical ability or excellent academic results from a recognized university in Science, Computer Science, Networking, Telecommunications, or Cybersecurity.
Genuine interest in learning new technologies and a passion for solving complex problems and reverse engineering.
Ability to conduct full-stack troubleshooting of the Alta Video solution, including network, hardware, and software.
Strong attention to detail.
Excellent verbal and written communication skills.
Ability to collaborate with Engineering and Product teams to test new products and identify bugs.
Ability to write technical knowledge base articles and whitepapers.
Legal authorization to work indefinitely in the U.S.; employer work permit sponsorship is unavailable.

Nice To Haves

Experience with Linux, APIs, Python, or other coding languages.
Experience with video surveillance devices and protocols such as ONVIF.
Good understanding of networking fundamentals and troubleshooting, including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and software systems.
Experience in a customer-facing role and interacting with R&D teams.
Experience working with video surveillance solutions.

Responsibilities

Become an expert on the company’s products, related industry products, and how they are used together.
Own escalated support issues and manage them through resolution to the customer’s satisfaction within established SLAs.
Gather accurate descriptions of customer environments and symptoms and provide expert insights to minimize development and test times.
Reproduce customer issues in the lab and troubleshoot complex functional and integration issues by analyzing logs and using deep-inspection tools such as network packet traces.
Work with development and test teams to demonstrate how to reproduce problems.
Test code changes and workarounds to verify fixes.
Provide accurate support-case status information and communicate progress to customers.
Provide expert product advice to sales and support teams.
Contribute to ongoing process improvement.
Assist the technical documentation group with product and support documentation.
Occasionally undertake site visits to customer locations.