Senior Escalations Engineer, Cloud Video Security

Motorola Solutions; Town of Texas (WI); 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

Job summary

Motorola Solutions is seeking an Escalations Engineer for the Alta Video team in the U.S. You will bridge our customer-facing support with R&D, and work with hardware, software and cloud video security products to resolve complex cases.

You will guide lab replication, analyze logs, and provide expert insights to improve fixes and documentation while meeting tight deadlines and communicating progress to customers.

Qualifications

• 4+ years of engineering or technical support experience.
• Legal authorization to work in the U.S. indefinitely is required.
• Experience with full stack troubleshooting across network, hardware and software.

Responsibilities

• Become an expert on all Alta Video products and related industry products.
• Take ownership of escalated support issues and drive to customer satisfaction within SLA.
• Gather accurate environment data and symptoms to enable diagnosis and faster fixes.
• Reproduce customer issues in the lab and troubleshoot functional and integration problems.
• Work with R&D, test, sales and documentation teams to reproduce and diagnose issues.

Skills

Strong problem solving

Excellent communication

Team collaboration

Education

University degree in Science/CS/Networking/Cybersecurity

Tools

Linux

APIs

Python

ONVIF

Job description

Motorola Solutions is seeking an Escalations Engineer for the Alta Video team in the U.S. You will bridge our customer-facing support with R&D, and work with hardware, software and cloud video security products to resolve complex cases.

You will guide lab replication, analyze logs, and provide expert insights to improve fixes and documentation while meeting tight deadlines and communicating progress to customers.