Escalations Engineer, Cloud Video Security & AI

Motorola Solutions; St. Louis (MO); 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

Paid Time Off

Employee Stock Purchase Plan

Parental & Family Leave

Job summary

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video Engineering Escalations team. You will bridge between customer-facing support and development, tackling complex cloud video security product issues and collaborating with R&D, product test, and sales to deliver timely, high-quality resolutions.

You will become a domain expert on our AV cloud portfolio, learn quickly, and communicate effectively with customers and internal teams.

Qualifications

• 4+ years of engineering or technical support experience.
• Legal authorization to work in the U.S. indefinitely.
• Experience in customer-facing roles is preferred.
• Strong debugging, troubleshooting and diagnostic skills across hardware and software.
• Ability to collaborate with cross-functional teams including R&D, product and sales.

Responsibilities

• Become an expert on all products and related industry solutions.
• Take ownership of escalated support issues through resolution.
• Gather accurate environment details to minimize delays and re-create issues in-lab.
• Analyze logs and use diagnostics to troubleshoot complex functional/integration problems.
• Collaborate with engineering and testing teams to reproduce and validate fixes.
• Test code changes and verify workarounds before release.
• Provide status updates and expert product guidance to customers and teams.
• Contribute to process improvements and documentation efforts.
• Occasionally perform on-site visits to customer locations.

Skills

Engineering experience

Technical support

Customer-facing

Education

Science/CS/Networking/Cybersecurity degree

Tools

Linux

APIs

Python

Job description

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video Engineering Escalations team. You will bridge between customer-facing support and development, tackling complex cloud video security product issues and collaborating with R&D, product test, and sales to deliver timely, high-quality resolutions.

You will become a domain expert on our AV cloud portfolio, learn quickly, and communicate effectively with customers and internal teams.