Escalations Engineer

This is a fully remote position, open to applicants in Colorado, +8 more states.

📋 Description

• Become a specialist in Motorola Solutions’ products and related industry offerings.

• Take ownership of escalated support issues, ensuring resolution within established SLAs to achieve customer satisfaction.

• Accurately gather customer environments and symptoms, providing expert insights to reduce development and testing time.

• Replicate customer issues in the lab and troubleshoot complex functional and integration challenges.

• Utilize deep inspection tools, including network packet traces, to analyze logs.

• Collaborate with development and testing teams to reproduce problems effectively.

• Test code modifications and workarounds to confirm fixes.

• Communicate the status and progress of support cases to customers.

• Offer expert product advice to sales and support teams.

• Contribute to initiatives aimed at process improvement.

• Assist the technical documentation team with product and support-related documentation.

• Occasionally conduct site visits to customer locations.

⛳️ Requirements

• A minimum of 4 years of engineering or technical support experience.

• Legal authorization to work in the U.S. indefinitely is mandatory.

• This position does not offer employer work permit sponsorship.

• Exceptional technical skills or excellent academic performance from a recognized university in Science, Computer Science, Networking, Telecommunications, or Cybersecurity.

• A genuine interest in exploring new technologies and resolving complex issues.

• Full-stack troubleshooting capabilities for network, hardware, and software.

• Strong attention to detail.

• Excellent verbal and written communication skills.

• Ability to collaborate with Engineering and Product teams for testing new products and identifying bugs.

• Capability to write technical knowledge base articles and whitepapers.

• Experience with Linux, APIs, Python, or other programming languages is a plus.

• Familiarity with video surveillance devices and protocols like ONVIF is advantageous.

• Understanding of networking fundamentals and troubleshooting, including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and software systems is a plus.

• Experience in a customer-facing role while interacting with R&D teams is beneficial.

• Background in working with video surveillance solutions is a plus.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.