Escalation Engineer Software Failure Analysis

Location: Krakow, Poland

Time Type: Full time

Job Description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The Alta Video escalations team handles escalations of complex support issues from the global customer-facing support team to the engineering team, and works closely with both to resolve them promptly and effectively to maintain customer satisfaction and improve the products.

Job Description

As a key member of the Engineering Escalations team, you will act as the bridge between Global Support and R&D. You are a technical detective who thrives on modelling data and analyzing system metrics to identify emerging patterns before they impact the global market. Working side-by-side with camera R&D, you will master our hardware and ensure the most critical customer "pains" are solved first.

Key Impact:

• Root Cause Investigation: Dive deep into system logs and hardware behavior to find the "why" behind complex failures.

• Data & Pattern Recognition: Use data modelling and metrics to proactively identify and solve emerging issues.

• The Bridge to R&D: Collaborate in the lab to pinpoint the root of a problem and translate your findings into actionable advice for the field.

Basic Requirements

The Profile

• Top Academic Achievement: A degree (Inżynier/Magister) in Mathematics, Physics, Computer Science, or a related high-analysis Engineering discipline.

• Academic Record: A proven history of high achievement, including a 4.5+ GPA and exceptional Matura results in extended-level STEM subjects.

• Analytical Problem Solving: A natural drive to deconstruct complex systems and a "detective’s mindset" for finding the root cause of subtle, non-obvious failures.

• Global Collaborator: Professional fluency in English, with the ability to debate technical solutions with international R&D teams.

Technical Foundations

• Data Mastery: Familiarity with Python, SQL, or Google Sheets, with a talent for visualizing data to show clear trends.

• Hardware & Systems: A "tinkerer" who understands PC components and enjoys "under the hood" troubleshooting.

• Network Architecture: A solid grasp of how devices communicate (IP addressing, DHCP, routers, and switches).

Bonus Points

• Knowledge of Linux, IP camera protocols (RTSP), or general camera hardware.

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. 

Also, to reward your work you’ll get:

• Private medical & dental coverage, Multisport

• Life insurance (two annual income) 

• Employee Stock Purchase Plan – 15% discount for buying Motorola’s Stock units, 

• Employee Pension Plan – 3,5 % of the month’s salary gross, which goes to the retirement account

• IP Tax Relief (up to 80%)

• Yearly salary increase (depends on individual performance)

• Yearly bonus (depends on company performance)

• Flexible working hours (usually day starts between 7-10) 

• 8 hours working day (30 minutes lunch break included)

• Lots of sports activities such as Moto football league, Wakeboarding, Snowboarding, e-gaming league etc.

• Access to wellness facilities and integration events

• Comfortable work conditions (high-class offices, parking space)

• Volleyball field and grill place next to the office

• Training and broad development opportunities

• Motorola Solutions is supporting CSR activities and encourages employees to participate

Travel Requirements

None

Relocation Provided

Domestic

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions Systems Polska Sp.z.o.o

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.