Overview
Escalations Engineer role at Motorola Solutions. Hybrid role with minimum one day a week in the Uxbridge office. The Avigilon Alta Video team supports the cloud video security portfolio within the Video Security and Access Control business unit. We seek engineers who can bridge the customer-facing support team and development, contributing to critical, complex issues and to the ongoing improvement of our security solutions.
Company: Motorola Solutions UK Limited. We are a global technology company with offices around the world; our team is based in the UK, Norway and Poland. We value diverse perspectives and strive to deliver a safer world through our products.
Responsibilities
* Become an expert on all products and related industry products and how they interact.
* Take ownership of escalated support issues and manage them to resolution within established SLAs.
* Minimise development and test times by providing accurate environment descriptions and symptoms.
* Reproduce customer issues in the support lab and troubleshoot complex functional and integration issues by analyzing logs and network traces.
* Collaborate with development, test, sales, documentation teams and partners to replicate and diagnose issues.
* Test code changes and workarounds to verify fixes.
* Provide status updates to customers and guidance to sales and support teams.
* Contribute to process improvements and assist with product and support documentation.
* Occasionally perform site visits to customer locations.
Qualifications
* Ability to learn quickly on the job; strong written and verbal communication; performs well under pressure.
* Graduate-level education or equivalent in Computer Science, Engineering, Science or Maths; UK candidates should have A-level results (A,B,B or better) and a 2:1 or 1st in degree; international candidates should meet equivalent standards.
* Skills: problem solving, reverse engineering mindset, programming (e.g., Python), interest in new technology, Linux tools, PC hardware, basic networking knowledge (TCP/IP, Ethernet, VoIP, switches, video surveillance).
Benefits and Opportunities
* Competitive salary and bonus schemes
* Holiday entitlement: 25 days + bank holidays; additional holiday pay
* Attractive defined contribution pension
* Private medical insurance
* Employee stock purchase plan
* Flexible working options
* Life assurance
* Career development support and learning opportunities
* Wellbeing resources and CSR initiatives
* Employee discount programs
Travel and Relocation
* Travel: Under 10%
* Relocation: None
Position Details
* Position Type: Experienced
* Job Function: Information Technology
* Industries: Telecommunications
EEO: 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 protected characteristic. We encourage applications from diverse candidates and value an inclusive workplace.
#J-18808-Ljbffr