Escalations Engineer — Cloud Video Solutions

Motorola Solutions; Chicago (IL); 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

Job summary

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video team focused on cloud video security products. You will bridge the customer-facing support and R&D, handling complex issues, coordinating with multiple teams, and ensuring timely resolutions.

The role offers exposure to advanced cloud video security platforms, collaboration with global teams, and potential site visits. Strong technical background and communication are essential for success.

Qualifications

• 4+ years of engineering or technical support experience.
• Legal authorization to work in the U.S. indefinitely is required.
• Bonus: Linux, APIs, Python or other coding languages; ONVIF; good networking fundamentals.
• Experience working with customers and coordinating with R&D teams.

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

Skills

Outstanding technical ability

Excellent verbal and written comm.

Attention to detail

Education

University degree in Science/CS/Networking/Cybersecurity

Tools

Linux

APIs

Python

ONVIF

Job description

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video team focused on cloud video security products. You will bridge the customer-facing support and R&D, handling complex issues, coordinating with multiple teams, and ensuring timely resolutions.

The role offers exposure to advanced cloud video security platforms, collaboration with global teams, and potential site visits. Strong technical background and communication are essential for success.