Software Developer, Escalations (US REMOTE)

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 OverviewThe Motorola Solutions Command Central Video Services team is responsible for the architecture, design, and development of cloud-based Video Management Solutions servicing Public Safety and Enterprise Customers. Motorola Solutions designs, develops, and manufactures advanced AI, video analytics, network video management software and hardware, surveillance cameras, and access control solutions that help change the way people interact with their security systems.
Job Description

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.

Responsibilities

• 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 Motorola Solutions.

Requirements

• 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, 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 multitasking environment

• Proven scripting skill is an asset

• Proven development, Java and C++ coding skills are an asset

• Knowledge and experience with video surveillance technologies 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 IAM 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. 

Notes: Candidate can reside anywhere in the US.

#LI-MP2

#LI-REMOTE

Basic Requirements

• Bachelors with 3+ years of software development and network prodigal experience

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

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