Senior Technical Escalation Engineer

Motorola Solutions

Vancouver

Hybrid

CAD 90,000 - 120,000

Full time

12 days ago

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Flexible work models

Paid time off

Health care benefits

Retirement benefits

Employee bonuses

Stock grants & employee stock purchase

Learning and development opportunities

Global wellness resources

Employee assistance programs

Rotation programs

Mentor relationships

Job summary

Motorola Solutions in Vancouver, Canada seeks a Technical Support Engineer (TSEP) to act as a senior escalation point for Video Security and Access Control products. You will investigate complex software, hardware, and networking issues, mentor frontline agents, and collaborate with Product and Engineering to drive fixes and improve support processes.

The role requires 5+ years in IT/Tech support, strong troubleshooting, and the ability to lead technical swarms.

Qualifications

Bachelor's Degree in Computer Science, Engineering, or a relevant software/computer-related field.
Deep understanding of IP networking integrations (RTP, TCP/IP, IGMP), VMS, scripting, and diagnostic tools (Wireshark, PowerShell, Dell iDRAC, HP iLO).
Certifications (CCNA, CCNP, CompTIA A+, etc.) valued.
5+ years of relevant IT/Tech support experience (senior technical support, TAM, or escalation).
Excellent written and verbal communication; ability to coach support agents and author technical docs.
Hybrid office environment with occasional weekend on-call requirements.
Track record of systematic troubleshooting, leading swarms, and cross-functional collaboration with Engineering, Product, and Sales.

Responsibilities

Provide advanced technical escalation support for Video Security and Access Control products.
Lead and participate in technical swarms for high-impact cases.
Collaborate with Product and Engineering to communicate use cases and drive quality improvements.
Mentor and coach Support Specialists during investigations.
Create concise knowledge notes and reusable documentation.
Review complex cases to identify next steps and ensure proper diagnostics.
Identify recurring defects and drive workflow improvements.
Maintain deep technical proficiency across networking, OS, and diagnostic tools.
Manage workloads in a hybrid office environment and participate in on-call rotations.