Senior Cloud Video Escalations Engineer

Motorola Solutions; Oklahoma City (OK); 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 (10)

Generous PTO

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video Cloud portfolio. You will bridge customer-facing support with R&D, handling complex issues across network, hardware, and software.

You’ll work with global teams, learn the full functionality of cloud video security products, and contribute to documentation and process improvements. The role emphasizes hands-on troubleshooting, strong communication, and the ability to visit customer sites when required.

Qualifications

• Demonstrate outstanding technical ability and solid academic results.
• Excellent verbal and written communication skills are essential.
• Ability to collaborate with Engineering and Product teams to test new products and identify bugs.
• Willingness to learn new technologies and reverse engineer complex systems.
• Experience with full-stack troubleshooting of hardware/software systems.

Responsibilities

• Become an expert on all products and related industry offerings.
• Own escalated support issues until customer satisfaction and SLA goals are met.
• Gather accurate environment descriptions to shorten development/test times.
• Reproduce issues in lab and troubleshoot using logs and network traces.
• Coordinate with development/test teams to reproduce problems.
• Test code changes and workarounds to verify fixes.
• Provide status updates on cases to customers and internal teams.
• Advise sales/support teams with product expertise.
• Contribute to ongoing process improvements.
• Assist documentation teams with product and support content.
• Occasionally perform site visits to customer locations.

Skills

Technical skills

Communication skills

Problem solving

Collaboration

Reverse engineering

Education

University degree in CS/Engineering/Networking/Cybersecurity

Tools

Linux

APIs

Python

Job description

Motorola Solutions is seeking an experienced Escalations Engineer for the Alta Video Cloud portfolio. You will bridge customer-facing support with R&D, handling complex issues across network, hardware, and software.

You’ll work with global teams, learn the full functionality of cloud video security products, and contribute to documentation and process improvements. The role emphasizes hands-on troubleshooting, strong communication, and the ability to visit customer sites when required.