Technical Escalation Engineer, Motorola Solutions
CA$70-80k
More information about location
1 day a week in office
Communication software for public safety & enterprise
Open for applications
Communication software for public safety & enterprise
1001+ employees
Open for applications
CA$70-80k
More information about location
1 day a week in office
1001+ employees
Company mission
To build and connect safety and security technologies in our never-ending pursuit to keep people safer everywhere.
Role
Who you are
- 2+ years of relevant development experience in the high-tech industry
- 2+ years of relevant experience in a technical customer support role
- Solid understanding of common web and networking protocols and tools, such as Wireshark, TCP/IP, UDP, SSL, HTTP, and communication protocols in general
- Strong problem solver with analytical and critical thinking ability to break problems down and to discover the root issue through a process of logical elimination
- Experience troubleshooting applications, application logic, and complex integrations
- Ability to summarize, simplify and make quick decisions
- Must be a strong communicator with excellent written and verbal communication skills and the ability to express thoughts to both technical and non-technical audiences effectively
- Ability to prioritize workload in a multitasking environment
- Proven scripting skills such as Python, PowerShell, Ruby, Bash is an asset
- Proven development background and C++ coding skill is an asset
- Knowledge and experience with video surveillance technologies, especially Avigilon Control Center, is an asset
- Knowledge and experience with audio/video protocols such as h.264 and g.711 is an asset
- Knowledge and experience with databases, multi-site deployments, and active directory is an asset
- Goal-driven with good business acumen
- Degree in Electrical or Computer Engineering, Computer Science, or equivalent experience
- Relevant Technical work experience will be considered for cases where the candidate has less than 2 years of direct experience in technical support
- Bachelor's Degree and 2+ years of engineering or technical experience
What the job involves
- The Escalation Engineering Department within the Product Engineering Software and Development division is dedicated to resolving the most critical and complex technical issues faced by our customers and internal teams
- Taking ownership of customer support escalations from an engineering perspective and responding effectively to peers, management, and customers until full resolution has been achieved
- Analyzing logs and other information related to the incoming cases
- Analyzing software application behavior and system configuration details as required to diagnose reported issues
- Working with all resources in the engineering department during troubleshooting and root cause analysis
- Establishing and maintaining strong lines of communication between all departments and stakeholders
- Determining case priorities to provide the appropriate response in an organized manner
- Managing expectations by support team and customers, and providing critical deliverables within agreed timelines
- Providing all necessary follow-through on cases and ensuring customer requirements and expectations are met
- Creating internal and external reports as required (e.g. dashboards, monthly reports, daily updates on hot customer issues, etc.)
- Implementing, executing, and maintaining a Service Level Agreement (SLA) between groups within Avigilon
- Travel requirements under 10%
Our take
Motorola Solutions is a leading provider of communication and software solutions tailored for public safety and enterprise sectors. Its extensive portfolio includes mission-critical radios, command center software and video security systems designed to enhance operational efficiency and safety.
The company's focus extends beyond mere hardware, as it emphasizes integrated software solutions that facilitate communication and data management. This integration of hardware and software ensures clients can respond promptly and effectively to challenges.
Looking ahead, the company is opening a new R&D center in Cork, creating 200 jobs to advance land mobile radio technology. This investment supports its growth and innovation, building on its existing Irish presence and recent acquisition of Tetra Solutions.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- Flexible work models
- Paid time off
- Paid parental and family leave
- Health care benefits
- Global wellness resources
- Employee assistance programs
- Rotation programs
- Mentor relationships
- Learning and development opportunities
- Retirement benefits
- Employee bonuses
- Stock grants & employee stock purchase plans
Company values
- Inclusive: We foster inclusion, equity and diversity to support our customers, communities and each other
- Driven: We keep it simple by focusing on what matters most so we can seize opportunities with speed and confidence
- Innovative: We constantly create ingenious solutions to the real challenges of today, tomorrow and beyond
- Accountable: We stand behind the work we do, the contributions we make and the high business standards we maintain
- Passionate: We meet challenges with energy and determination, always pursuing ever-higher standards
- Partners: We work with our customers to address obstacles before they become challenges
Company HQ
West Loop Gate, Chicago, IL
Articles
Leadership
James J. O'Connor
(Co-Founder)Co-founded Motorola Solutions in 1999. Founder and Chairman of Chicagoland Entrepreneurial Center and 1871. They are also the Global Head of Venture Capital and Managing Director at William Blair.
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