Motorola Solutions

Escalations Engineer

Motorola Solutions$100K — $115K *
US-Anywhere
+ 11 other locationsRemote
Enterprise Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 4+ years in engineering or technical support
  • Legal authorization to work in the U.S. indefinitely
  • Exceptional technical aptitude, preferably with academic credentials in relevant fields
  • Strong interest in technology and problem-solving
  • Excellent verbal and written communication skills
  • Ability to perform full stack troubleshooting

Responsibilities

  • Become an expert in all products and their integrations
  • Take ownership of escalated support issues until resolved
  • Minimize development times by gathering accurate customer issue descriptions
  • Reproduce and troubleshoot complex issues in lab environments
  • Collaborate with development teams to demonstrate and resolve problems
  • Test code changes and verify solutions
  • Maintain effective communication about support case status to customers

Benefits

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

Department Overview

Motorola Solution's Video Security & Access Control Division is defining the future of the security industry through innovative award-winning end-to-end solutions. We design, develop, and manufacture advanced AI, video analytics, surveillance cameras, and access control solutions that are changing the way people interact with their security systems. Our solutions are installed around the globe spanning many industries and we are constantly pushing the envelope to deliver new leading-edge features to our customers.

The Avigilon Alta Video team is responsible for the cloud video security portfolio within the Video Security and Access Control business unit of Motorola Solutions.
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.

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 may 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

  • Have a strong attention to detail.

  • Demonstrate excellent verbal and written communication skills

  • Able to collaborate with Engineering and Product teams to test new products and identify bugs.

  • Ability to 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 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: $100,000 - $115,000

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.

#LI-CA1


Basic Requirements

  • 4+ years of engineering or technical support experience

  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position


Travel Requirements

None
Relocation Provided

None
Position Type

Experienced
Referral Payment Plan

No

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!


About Motorola Solutions

Motorola provides products, technologies, and services for mobile, wireline digital communication, information, and entertainment applications. Its product portfolio includes smartphones operating on the Android operating system, feature phones, media tablet devices, wireless accessories, and more. Its range of smartphone products includes the Moto X first generation, Moto X second generation, Moto G first generation, Moto G second generation, and more. It is also the manufacturer of Moto 360, a smartwatch that provides services such as notifications, updates, and other related features. It also provides monitors, cordless phones, applications, and accessories such as cases, wireless headsets, wireless speakers, and more. In addition, it provides multimedia content, including video, voice, messaging, and cloud-based and Internet-based applications and services to multiple screens such as mobile devices, televisions, media tablets, and personal computers. Its Medios service platform enables service providers to deliver content on devices. Motorola is based in Chicago, Illinois. It primarily sells its products in the United States, China, Brazil, and Singapore. Motorola currently operates as a subsidiary of Google Inc.

Motorola Solutions Careers

Join the dynamic team at Motorola Solutions today and be part of a company renowned for its relentless innovation, leadership in technology, and a commitment to professional excellence. As a global leader in communications and electronics, Motorola Solutions offers unparalleled job opportunities designed to empower your career growth and development. Work You’ll Do At Motorola Solutions, you will collaborate with a diverse team of experts who are at the forefront of technological innovation and public safety solutions. Our work impacts lives, ensuring safety and security for communities around the world. You will be part of a culture that values diversity, equity, and inclusion, and where every team member’s contribution is valued. Lead in Innovation and Technology Motorola Solutions is not just about radios and hardware; we are at the cutting edge of software solutions, AI, and data analytics. By joining our team, you will work on groundbreaking projects that redefine how public safety communicates in the digital age. Your work will help develop smart solutions that keep people safe and businesses thriving. Grow Your Career With Motorola Solutions, your career trajectory is boundless. We offer a variety of professional development and leadership training programs to help you hone your skills and advance within the company. From internships to full-time positions, Motorola Solutions is committed to nurturing talent and fostering an environment where innovation thrives. Benefits and Culture Our employees enjoy a competitive package of benefits that supports their life and well-being. These include health, vision, and dental insurance, employee assistance programs, and flexible working arrangements. At Motorola Solutions, we believe in maintaining a work-life balance that fosters both personal and professional growth. Join Our Team Explore the numerous employment opportunities at Motorola Solutions. Whether you are a seasoned professional or a recent graduate, we have positions ranging from engineering to marketing, sales to project management. We are hiring individuals who are passionate, curious, and ready to drive change. Networking and Professional Development Motorola Solutions values networking and connections within the industry. We encourage our employees to engage in various professional groups and forums to enhance their networking skills and industry knowledge. This engagement is pivotal in fostering a collaborative environment and sparking innovation within our teams. Internship Programs Our internship programs offer a robust introduction to the world of public safety solutions and communications technology. Interns at Motorola Solutions gain hands-on experience, working alongside seasoned professionals and participating in projects that make real-world impacts. Stay Connected Join the Motorola Solutions career community to stay updated on new job openings, company news, and industry developments. Tailor your job search with our career tools and get tips on crafting the perfect resume and acing your interview. Search Motorola Solutions Jobs Ready to start your journey with Motorola Solutions? Search open positions that match your skills and interests. We are looking for individuals who are driven, creative, and ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Motorola Solutions.
Learn more about Motorola Solutions
Size
18,700 employees
Market Cap
$42.7 billion
Industry
Net Income
$949 million
Founded
1928
5 Year Trend
+6.2%
Revenue
$7.4 billion
NASDAQ

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