IT Software Engineering Support (Escalation)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewOur MSI CTO Systems and Solutions team are responsible for developing emerging solutions that span multiple technologies and products. We productize and integrate video solutions, vehicle intelligence, video and audio analytics and sensor systems to solve for a safer community. Our teams bring to life highly innovative end-to-end products, including AI-powered weapons detection, license plate recognition and even a remote drone piloting system. We are also responsible for the creation and continuous development of both Cloud and on-premise software for the MSI portfolio.
Job Description

For our MSI Ecosystem Solutions, we are focused on unifying our products to “solving for safer”. As an Escalations Engineer, you will be responsible for diagnosing, debugging and reproducing customer reported issues while working with a wider team in MSI responsible for each of the integrated products. 

• Participate in customer calls to support customer reported issues

• Diagnose and triage issues so they are routed to the appropriate engineering teams

• Collaborate with the Engineering teams to provide support in resolving customer reported issues

• Test and reproduce issues to assist in debugging

• Gather data and logs that can facilitate a speedy resolution by Engineering teams

• Develop detailed documentation for troubleshooting common reported issues

• Take part in a 24x7 on-call rotation

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Basic RequirementsWhat we are looking for:

• Candidate must have at least a Bachelor's Degree in a relevant field such as Computer engineering or science

• Must have 3+ years experience in advance customer support or in test engineering, system solutions, test automation, or release management.

• Experience with Windows and Linux environments as well as being comfortable to work with command line applications

• Experience testing and operating web services on cloud based infrastructure (e.g. Microsoft Azure, AWS) 

• Practice structured diagnostic and debugging methodologies

• Demonstrate an ability to document and articulate system data flows

• Understanding of Networking and best practices for cybersecurity

• A great communicator and demonstrate the ability to positively influence others

• Have a customer focused mindset and passionate in resolving difficult problems

Desired Background/Knowledge/Skills:

• Experience with monitoring and logging tools and platforms

• Track record of solving complex problems with technology

• Experience working in a fast paced Agile/Scrum environment

• Bonus for working with video, access control and security products

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Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanNo

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].