Technical Escalation Engineer

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.

Aperçu de l’entreprise

Chez 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 Description

Responsibilities include:

• 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 Avigilon

Qualifications:

• 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 and critical thinking 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 to both technical and non-technical audiences effectively

• Ability to prioritize workload in a multitasking environment

• Proven scripting skills such as Python, PowerShell, Ruby, Bash is an asset

• Proven development background and C++ coding skill is an asset

• Knowledge and experience with video surveillance technologies, especially Avigilon Control Center, 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 active directory 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.

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-CA1

Basic Requirements

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

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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 ohr@motorolasolutions.com.

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 ohr@motorolasolutions.com.