Escalation Engineer Software Failure Analysis

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 OverviewThe Alta Video escalations team handles escalations of complex support issues from the global customer-facing support team to the engineering team, and works closely with both to resolve them promptly and effectively to maintain customer satisfaction and improve the products.
Job Description

You will love this role if you enjoy solving complex problems with a keen eye for spotting patterns! You will become the bridge between our customer-facing support team and the development team and you will quickly become critical to the business.
Working alongside the hardware & software development engineers and closely with our global customer support team, the Alta Video Engineering Escalations team is the external-facing side of the R&D organisation. We are justifiably proud to hire support engineers who are recognised as the best in the industry.

Support queries are initially handled by Motorola’s partner network, with more complex cases being passed to Motorola’s global support team. The most complex issues are passed onto the relevant Escalations team for the product. Your role involves investigating, solving and managing these often difficult and challenging issues.
In order to be successful you will have to work closely with the support team, R&D, product test group, sales, the documentation team and partners in replicating and diagnosing issues. You will need to meet tight deadlines, sometimes under pressure, while effectively managing priorities and communicating progress.
One of the great attractions of the role is the detailed knowledge you will gain on the full functionality of our advanced cloud video security products as well as many leading 3rd party products. Coupled with this, escalations engineers are likely to have the opportunity to travel overseas from time to time, and though this is not a compulsory part of the job it is a great chance to be directly involved with the leading companies who run the biggest and technically most advanced Video Surveillance Products and networks in the world.
Main duties and responsibilities

• Become an expert on all of our products, on related industry products and how they are used together.
• Take ownership of escalated support issues and ensure each one is managed through to the point that it is resolved to the customer’s satisfaction and within established SLA’s.
• Review large data sets and metrics to identify recurring system behaviors and diagnose underlying causes of failure.
• Minimise development and test times by gathering accurate descriptions of environments and symptoms seen by customers and providing expert insights.
• Reproduce customer issues in our support lab and troubleshoot complex functional and integration issues by analysing logs by using deep inspection tools (e.g. network packet traces).
• Engage with the development and test teams to demonstrate how to reproduce problems.
• Test code changes and “work arounds” to verify fixes.
• Provide accurate information on the status of support cases and communicate progress back to customers.
• Provide expert advice on our products to the sales and support teams.
• Contribute to an ongoing program of process improvement.
• Assist the technical documentation group with content for the product and support documentation.
• Occasionally you may need to undertake site visits to customer locations.

Basic Requirements

We are looking for outstanding candidates who possess excellent technical problem solving and communication skills. We are looking for individuals who are able to learn very quickly "on the job" and enjoy the challenge of rapidly assimilating new technology and products. The client facing nature of these roles means all candidates must have good written and verbal communication skills in English and be able to perform well when under pressure.
British educated candidates must have achieved at least A, B, B at A level (ideally straight A grades) plus a 2i or 1st class honours degree in Computer Science, Engineering, Science and Maths. If educated outside the UK you need to have achieved the same standard.
Skills:

• A passion for solving complex problems and reverse engineering things.
• A strong interest in data analysis, pattern recognition, and working with large, complex datasets.
• Some level of programming skills, e.g. Python.
• Genuine interest in learning about new technology.
• Good verbal and written communications skills.
• Working knowledge of Linux and associated tools.
• Experience with working with PC hardware.
• A good technical degree.
• Some knowledge of networking products and technologies (such as; TCP/IP, Ethernet, VoIP, Switches and Video surveillance cameras) would be an advantage.

Travel RequirementsNone
Relocation ProvidedDomestic
Position TypeExperienced

Referral Payment PlanYes

CompanyMotorola Solutions Systems Polska Sp.z.o.o

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.