Senior Escalations Engineer (PST time zone)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewThe Alta Video escalations team handles escalations of complex support issues from the global customer-facing support team to the engineering team, and works closely with both to resolve them promptly and effectively to maintain customer satisfaction and improve the products.
Job Description

You will love this role if you enjoy solving complex problems! You will become the bridge between our customer-facing support team and the development team and you will quickly become critical to the business. Working alongside the hardware & software development engineers and closely with our global customer support team, the Alta Video Engineering Escalations team is the external-facing side of the R&D organization. We are justifiably proud to hire escalations engineers who are recognized as the best in the industry.

Support queries are initially handled by Motorola’s partner network, with more complex cases being passed to Motorola’s global support team. The most complex issues are passed onto the relevant Escalations team for the product. Your role involves investigating, solving and managing these often difficult and challenging issues. In order to be successful you will have to work closely with the support team, R&D, product test group, sales, the documentation team and partners in replicating and diagnosing issues. You will need to meet tight deadlines, sometimes under pressure, while effectively managing priorities and communicating progress. 

One of the great attractions of the role is the detailed knowledge you will gain on the full functionality of our advanced cloud video security products as well as many leading 3rd party products. Coupled with this, escalations engineers are likely to have the opportunity to travel overseas from time to time, and though this is not a compulsory part of the job it is a great chance to be directly involved with the ­leading companies who run the biggest and technically most advanced Video Surveillance Products and networks in the world. 

We are looking to hire someone specifically located in the PST time zone.

Responsibilities: 

• Become an expert on all of our products, on related industry products and how they are used together.
• Take ownership of escalated support issues and ensure each one is managed through to the point that it is resolved to the customer’s satisfaction and within established SLA’s.
• Minimize development and test times by gathering accurate descriptions of environments and symptoms seen by customers and providing expert insights.
• Reproduce customer issues in our lab and troubleshoot complex functional and integration issues by analyzing logs by using deep inspection tools (e.g. network packet traces).
• Engage with the development and test  teams to demonstrate how to  reproduce problems 
• Test code changes and “work arounds” to verify fixes.
• Provide accurate information on the status of support cases and communicate progress back to customers.
• Provide expert advice on our products to the sales and support teams.
• Contribute to an ongoing program of process improvement
• Assist the technical documentation group with content for the product and support documentation
• Occasionally you many need to undertake site visits to customer locations 

We are looking for someone who can:

• demonstrate outstanding technical ability or who has achieved excellent academic results from a recognized university in a Science, Computer Science,  Networking, Telecommunications  or Cybersecurity.
• demonstrate a genuine interest in learning about new technologies with a passion for solving complex problems and reverse engineering things.
• conduct full stack troubleshooting of the Alta Video Solution including, network, hardware and software
• provide attention to detail.
• demonstrate excellent verbal and written communication skills
• collaborate with Engineering and Product teams to test new products and identify bugs.
• write technical knowledge base articles and whitepapers.

It is considered a bonus if you have: 

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

Target Base Salary Range: $68,200 - $109,000 USD
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• 3+ years of engineering or technical experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.