Motorola Solutions

10 hours ago

Escalations Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Serve as the external-facing escalation bridge between customer support and engineering for the Alta Video cloud video security products. Investigate, reproduce, and troubleshoot complex functional and integration issues, analyze logs (including network packet traces), and work with R&D, testing, sales, and documentation to resolve cases to SLA. Build deep product expertise, test fixes and workarounds, communicate progress to customers, and contribute to process improvements, occasionally with site visits.

Location: United Kingdom

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Become an expert on the Alta Video products, related industry products, and how they work together.
•Own escalated support cases and manage them to resolution within established SLA’s while communicating status to customers.
•Minimize development and test times by gathering accurate environment and symptom details and providing expert insights.
•Reproduce customer issues in the lab and troubleshoot complex functional and integration problems by analyzing logs and using deep inspection tools like network packet traces.
•Engage with development and test teams to demonstrate reproductions; test code changes/workarounds and contribute to process improvement and documentation support, with occasional customer site visits.

Pay and Benefits

Perks:Annual BonusPaid LeavePensionEquityHealth Insurance

Key Requirements

•Demonstrate outstanding technical ability or excellent academic results in Science, Computer Science, Networking, Telecommunications, or Cybersecurity.
•Have a genuine interest in learning new technologies and solving complex problems and reverse engineering.
•Conduct full stack troubleshooting of the Alta Video Solution across network, hardware, and software.
•Have strong attention to detail and excellent verbal and written communication skills.
•Collaborate with Engineering and Product teams to test new products, identify bugs, and write technical knowledge base articles and whitepapers.

Experience:Video surveillanceCloud video securityNetworkingCustomer support

Education:

Skills:Attention to detailCommunicationCollaborationProblem-solving

Tech Stack:LinuxAPIsPythonONVIFHTTPHTTPSTLSVLANTCP/IPDNSNATDHCPFirewallsNetwork packet tracesLogsReverse engineering

Company Brief

Motorola Solutions

Provides mission-critical communications products and services, including radios, software, video security, and command center solutions for public safety, government, and enterprise customers worldwide.

Industry: Surveillance & Security Hardware

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Chicago, United States

Founded: 1928

Glassdoor: 3.7

Website LinkedIn

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Motorola Solutions

10 hours ago

Escalations Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: United Kingdom

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Become an expert on the Alta Video products, related industry products, and how they work together.
•Own escalated support cases and manage them to resolution within established SLA’s while communicating status to customers.
•Minimize development and test times by gathering accurate environment and symptom details and providing expert insights.
•Reproduce customer issues in the lab and troubleshoot complex functional and integration problems by analyzing logs and using deep inspection tools like network packet traces.
•Engage with development and test teams to demonstrate reproductions; test code changes/workarounds and contribute to process improvement and documentation support, with occasional customer site visits.

Pay and Benefits

Perks:Annual BonusPaid LeavePensionEquityHealth Insurance

Key Requirements

•Demonstrate outstanding technical ability or excellent academic results in Science, Computer Science, Networking, Telecommunications, or Cybersecurity.
•Have a genuine interest in learning new technologies and solving complex problems and reverse engineering.
•Conduct full stack troubleshooting of the Alta Video Solution across network, hardware, and software.
•Have strong attention to detail and excellent verbal and written communication skills.
•Collaborate with Engineering and Product teams to test new products, identify bugs, and write technical knowledge base articles and whitepapers.

Experience:Video surveillanceCloud video securityNetworkingCustomer support

Education:

Skills:Attention to detailCommunicationCollaborationProblem-solving

Tech Stack:LinuxAPIsPythonONVIFHTTPHTTPSTLSVLANTCP/IPDNSNATDHCPFirewallsNetwork packet tracesLogsReverse engineering

Company Brief

Motorola Solutions

Industry: Surveillance & Security Hardware

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Chicago, United States

Founded: 1928

Glassdoor: 3.7

Website LinkedIn