Technical Escalation Engineer – Motorola Solutions

Title of the Job: Technical Escalation Engineer

Location: Vancouver, BC

Job Description: Company OverviewAt 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.Aperçu de l’entrepriseChez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus importants – et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.Department Overview The Escalation Engineering Department within the Product Engineering Software and Development division is dedicated to resolving the most critical and complex technical issues faced by our customers and internal teams. As an integral part of our organization, this department plays a crucial role in ensuring the highest level of customer satisfaction and product quality.Job DescriptionResponsibilities include:Taking ownership of customer support escalations from an engineering perspective and responding effectively to peers, management, and customers until full resolution has been achievedAnalyzing logs and other information related to the incoming casesAnalyzing software application behavior and system configuration details as required to diagnose reported issuesWorking with all resources in the engineering department during troubleshooting and root cause analysisEstablishing and maintaining strong lines of communication between all departments and stakeholders.Determining case priorities to provide the appropriate response in an organized mannerManaging expectations by support team and customers, and providing critical deliverables within agreed timelinesProviding all necessary follow-through on cases and ensuring customer requirements and expectations are metCreating 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 AvigilonQualifications:2+ years of relevant development experience in the high-tech industry2+ years of relevant experience in a technical customer support roleSolid understanding of common web and networking protocols and tools, such as Wireshark, TCP/IP, UDP, SSL, HTTP, and communication protocols in generalStrong problem solver with analytical and critical thinking ability to break problems down and to discover the root issue through a process of logical eliminationExperience troubleshooting applications, application logic, and complex integrationsAbility to summarize, simplify and make quick decisionsMust be a strong communicator with excellent written and verbal communication skills and the ability to express thoughts to both technical and non-technical audiences effectivelyAbility to prioritize workload in a multitasking environmentProven scripting skills such as Python, PowerShell, Ruby, Bash is an assetProven development background and C++ coding skill is an assetKnowledge and experience with video surveillance technologies, especially Avigilon Control Center, is an assetKnowledge and experience with audio/video protocols such as h.264 and g.711 is an assetKnowledge and experience with databases, multi-site deployments, and active directory is an assetGoal-driven with good business acumenDegree in Electrical or Computer Engineering, Computer Science, or equivalent experienceRelevant Technical work experience will be considered for cases where the candidate has less than 2 years of direct experience in technical support.This position is based in Vancouver, BC and the candidate must reside in the Greater Vancouver Area as you will be required to go into the office on a hybrid work schedule (1 day a week).The base salary for this position in British Columbia is 70,000 – 80,000 CAD depending on experience.LI-#HYBRD #LI-CA1Basic Requirements

• Bachelor’s Degree and 2+ years of engineering or technical experience

Travel Requirements Under 10%Relocation Provided NonePosition Type ExperiencedReferral Payment Plan YesEEO StatementMotorola 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 .Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à .

Company Name: Motorola Solutions

Salary: $80000 per year

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