Cloud Video Escalations Engineer

Motorola Solutions; Cleveland (OH); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

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!

Job summary

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video Engineering Escalations team in the U.S. You will bridge customer-facing support with development, handling complex cloud video security product issues from lab to field, coordinating with R&D, product test, sales and partners.

The role offers exposure to cutting-edge analytics and video surveillance tech. Candidates should show strong technical ability, IT/networking know-how, and excellent communication.

Qualifications

• 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.

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.

Job description

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video Engineering Escalations team in the U.S. You will bridge customer-facing support with development, handling complex cloud video security product issues from lab to field, coordinating with R&D, product test, sales and partners.

The role offers exposure to cutting-edge analytics and video surveillance tech. Candidates should show strong technical ability, IT/networking know-how, and excellent communication.