Cloud Video Security Escalations Engineer

Motorola Solutions; Bentonville (AR); 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

Paid Holidays

Job summary

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video team in the U.S. You will bridge the gap between customer-facing support and R&D, handling complex issues across network, hardware, and software domains.

You’ll work with global teams to diagnose, troubleshoot, and drive fixes while maintaining clear communication with customers. You will gain deep knowledge of our cloud video security products and related third‑party systems, contributing to process

Qualifications

• Demonstrate outstanding technical ability from a recognized university in CS/Engineering/Networking/Cybersecurity.
• Show genuine interest in solving complex problems and reverse engineering.
• Conduct full stack troubleshooting of Alta Video Solution including network, hardware and software.

Responsibilities

• Become an expert on all products and related industry products.
• Take ownership of escalated support issues through to resolution and customer satisfaction.
• Gather accurate environment details and symptoms to aid diagnosis.
• Reproduce issues in the lab and troubleshoot complex functional/integration issues.
• Coordinate with development/test teams to reproduce problems and validate fixes.
• Test code changes and workarounds to verify fixes.
• Provide status updates to customers and advise on product usage.
• Assist with technical documentation and knowledge-base content.
• Occasionally perform on-site visits to customer locations.

Skills

Strong technical ability

Full stack troubleshooting

Verbal and written communication

Collaboration with engineering/product

Education

University degree in CS/Engineering/Networking/Telecommunications/Cybersecurity

Tools

Linux

APIs

Python

Job description

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video team in the U.S. You will bridge the gap between customer-facing support and R&D, handling complex issues across network, hardware, and software domains.

You’ll work with global teams to diagnose, troubleshoot, and drive fixes while maintaining clear communication with customers. You will gain deep knowledge of our cloud video security products and related third‑party systems, contributing to process