Escalations Engineer

Motorola Solutions; Uxbridge; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Flexible working options

Private medical care

Life assurance

Stock purchase plan

Job summary

Motorola Solutions UK Limited is seeking an experienced Escalations Engineer for the Alta Video team. You will bridge the customer-facing support and R&D, tackling complex issues across hardware, software and network domains in a global context.

Role involves close collaboration with R&D, product test, sales and partners, with tight deadlines and multi-site coordination. You will gain deep product knowledge of cloud video security and related third-party systems while progressing in a dynamic

Qualifications

• Bachelor's degree in Science, Computer Science, Networking, Telecommunications or Cybersecurity.
• Strong interest in learning new technologies and solving complex problems.
• Experience in full stack troubleshooting of video/security solutions.
• Excellent verbal and written communication skills.

Responsibilities

• Become expert on all products and related industry solutions.
• Own escalated support issues from start to resolution within SLA.
• Gather accurate environment details to aid troubleshooting.
• Reproduce issues in lab and analyze logs/packet traces.
• Collaborate with Engineering, Product, Sales and Documentation teams.
• Provide status updates and expert advice to customers and teams.

Skills

Troubleshooting

Networking

Linux basics

Python

Communication

Reverse engineering

Education

Bachelor's degree in CS/Tech

Tools

APIs

Python

ONVIF

Job description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Learn more at www.motorolasolutions.com.

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.

Basic Requirements

• 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.

Benefits and Compensation

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes.
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Employee stock purchase plan.
• Flexible working options.
• Private medical care.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount schemes.

Position Details

Travel Requirements None

Relocation Provided None

Position Type Experienced

Referral Payment Plan Yes

Company Motorola Solutions UK Limited

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.

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.