Escalations Engineer

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

Motorola Solutions Video Division is defining the future of the security industry through innovative end-to-end-solutions. We’re changing the landscape of the surveillance industry through advanced award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with features which include edge-based, deep learning driven object detection, and Appearance Search. Motorola Video analytics platforms allow our users to proactively monitor their premises using advanced video analytics and high resolution / high quality video.

Our Technical Escalations Engineers are the first point of contact within our engineering group for all incoming support cases and escalation. The successful candidate will be focused on critical support escalation through engaging proper resources, eliminating obstacles, replicating problem scenarios, providing hands-on troubleshooting, finding root cause, and identifying and executing necessary steps for effective case resolution.

Job Description

Responsibilities include:

• 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 in order 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

This position is based in Lisbon, Portugal and the candidate must reside in the Lisbon area as you will be required to go into the office on a hybrid work schedule.

Basic Requirements

• 2+ years of experience in an engineering, technical support, or customer support role

Qualifications:

• 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 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 and simplify and make quick decisions
• Must be a strong communicator with excellent written and verbal communication skills and the ability to express thoughts effectively
• Ability to prioritize workload in a multitask environment
• Proven scripting skill is an asset
• Proven development 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

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No