Escalations Engineer

Motorola Solutions; Uxbridge; On-site; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Bonus schemes

25 days holiday + bank holidays

Private medical care

Job summary

Motorola Solutions UK Limited is seeking an Escalations Engineer for the Alta Video Engineering team in Uxbridge. You will bridge our customer-facing support and R&D, investigating and solving complex issues across hardware, software and integrations.

You will work with R&D, test, sales and documentation teams to reproduce problems, verify fixes and communicate progress to customers. A strong foundation in networking and Linux is required, with hands-on troubleshooting in a fast-paced

Qualifications

• Demonstrate outstanding technical ability from a recognized university in Science, CS, Networking or Cybersecurity.
• Demonstrate genuine interest in learning new technologies and solving complex problems.
• Conduct full stack troubleshooting of Alta Video Solution including network, hardware and software.
• Experience with Linux, APIs, Python or other coding languages is a plus.

Responsibilities

• Become an expert on Motorola Alta Video products and related industry solutions.
• Take ownership of escalated support issues and drive resolution within SLA.
• Gather environment details and symptoms, provide expert insights to reduce investigation time.
• Reproduce issues in the lab, analyze logs and use deep inspection tools to diagnose problems.
• Collaborate with Development, QA, Sales and Documentation teams to verify fixes.
• Occasionally perform site visits to customer locations.

Skills

Networking fundamentals

Linux

Python

APIs

Reverse engineering

Customer facing

Education

Bachelor's degree in Computer Science

Tools

Wireshark

Git

Job description

Escalations EngineerSkip to main content**Motorola Solutions values your privacy** Our website is set to allow cookies. We use cookies to improve your website experience, the products and services we offer and to make your digital experience personalized to you. Learn more about the cookies we use on our website using this tool. You can set your cookie personal preferences. By using our site, you are accepting our Cookie Policy.#Escalations Engineer page is loaded## Escalations EngineerApplylocations: Uxbridge, UK (ZUK131)time type: Full timeposted on: Posted 5 Days Agojob requisition id: R66938## **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.## **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 DescriptionYou 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**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**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.## Travel RequirementsNone## Relocation ProvidedNone## Position TypeExperienced## Referral Payment PlanYes## **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. 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.