Escalations Engineer

Join the Avigilon Alta Video team, a part of Motorola Solutions, and become an Escalations Engineer. In this role, you will be the bridge between our customer-facing support team and the development team, solving complex problems and managing escalated support issues. You will gain detailed knowledge of our advanced cloud video security products and contribute to ongoing process improvement. Enjoy flexible work models, paid time off, health care benefits, and more.

Responsibilities

• Investigate, solve, and manage complex escalated support issues related to cloud video security products.
• Collaborate with the support team, R&D, product test group, sales, and documentation team to replicate and diagnose issues.
• Take ownership of escalated support issues, ensuring they are managed through to resolution and within established SLAs.
• Demonstrate a genuine interest in learning about new technologies with a passion for solving complex problems and reverse engineering things

Requirements

• Conduct full stack troubleshooting of the Alta Video Solution including, network, hardware and software
• Demonstrate outstanding technical ability or who has achieved excellent academic results from a recognized university in a Science, Computer Science, Networking, Telecommunications or Cybersecurity
• Have a strong attention to detail
• Able to collaborate with Engineering and Product teams to test new products and identify bugs

Demonstrate excellent verbal and written communication skills

• Ability to write technical knowledge base articles and whitepapers
• Experience working in a customer facing role but also interacting with R&D teams

Experience working with video surveillance solutions

• A good understanding of networking fundamentals and troubleshooting including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls and software systems
• Experience with Linux, APIs, Python or other coding languages

Preferred

• Experience of video surveillance devices and protocols such as ONVIF