Escalations Engineer - Cloud Video Security Expert

Motorola Solutions; Denver (CO); 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

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

and more!

Job summary

Motorola Solutions in Denver seeks an experienced Escalations Engineer for the Alta Video team. You will bridge our customer-facing support and R&D, investigating and resolving complex cloud video security issues while collaborating with engineering, product, and documentation teams.

You will gain deep knowledge of our cloud video security products and integrations, face tight deadlines, and occasionally visit customer sites to reproduce problems and verify fixes.

Qualifications

• 4+ years of engineering or technical support experience
• Legal authorization to work in the U.S. indefinitely
• Bachelor's degree in Science/CS/Networking/Telecommunications or Cybersecurity
• Strong interest in learning new technologies with problem-solving focus
• Full stack troubleshooting of the Alta Video Solution (network, hardware, software)
• Excellent verbal and written communication skills
• Ability to collaborate with Engineering and Product teams to test new products and identify bugs

Responsibilities

• Become an expert on all products and related industry products
• Take ownership of escalated support issues through to customer satisfaction and SLA adherence
• Gather accurate environment descriptions to speed fixes
• Reproduce issues in lab and troubleshoot complex problems
• Collaborate with development and test teams to reproduce problems
• Test code changes and workarounds to verify fixes
• Provide status updates to customers and communicate progress
• Provide expert product advice to sales and support
• Contribute to process improvement
• Assist content teams with documentation
• Occasionally visit customer locations

Skills

Strong tech ability

Academic excellence

Full stack debugging

Attention to detail

Communication skills

Collaboration with Eng

Technical writing

Education

Science/CS/Networking/Telecommunications/Cybersecurity degree

Tools

Linux

Python

APIs

ONVIF

Job description

Motorola Solutions in Denver seeks an experienced Escalations Engineer for the Alta Video team. You will bridge our customer-facing support and R&D, investigating and resolving complex cloud video security issues while collaborating with engineering, product, and documentation teams.

You will gain deep knowledge of our cloud video security products and integrations, face tight deadlines, and occasionally visit customer sites to reproduce problems and verify fixes.