Senior Cloud Video Escalations Engineer

Motorola Solutions; Albuquerque (NM); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

Bonus plans

Medical benefits

Dental benefits

Vision benefits

401K with company match

Paid holidays

Paid time off

Stock purchase plan

Parental & family leave

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 our customer-facing support and the R&D organization, investigating, solving and managing complex issues across cloud video security products and related third-party systems.

You will work with global teams, occasionally visit customer sites, and contribute to process improvements while delivering expert product guidance to sales and support teams.

Qualifications

• 4+ years of engineering or technical support experience.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

Responsibilities

• Become an expert on all of our products, and related industry products.
• Take ownership of escalated support issues through to customer satisfaction and SLA compliance.
• Minimize development and test times by gathering accurate environmental details and symptoms.
• Reproduce customer issues in our lab and troubleshoot complex functional and integration issues.
• Collaborate with Engineering, Product, Sales and Documentation teams.

Skills

Networking fundamentals

Troubleshooting

Verbal and written communication

Customer collaboration

Problem solving

Education

Bachelor's degree in CS/Networking/Telecommunications/Cybersecurity

Tools

Linux

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 our customer-facing support and the R&D organization, investigating, solving and managing complex issues across cloud video security products and related third-party systems.

You will work with global teams, occasionally visit customer sites, and contribute to process improvements while delivering expert product guidance to sales and support teams.