Escalations Engineer

Location: Vancouver, Canada

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Aperçu de l’entreprise

Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nos technologies de communication, de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises, permettant une coordination essentielle pour des communautés, des écoles, des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department Overview

Motorola Solutions Video Division is defining the future of the security industry through innovative end-to-end-solutions. We’re changing the landscape of the surveillance industry through advanced award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with features which include edge-based, deep learning driven object detection, and Appearance Search. Motorola Video analytics platforms allow our users to proactively monitor their premises using advanced video analytics and high resolution / high quality video.

Our Technical Escalations Engineers are the first point of contact within our engineering group for all incoming support cases and escalation. The successful candidate will be focused on critical support escalation through engaging proper resources, eliminating obstacles, replicating problem scenarios, providing hands-on troubleshooting, finding root cause, and identifying and executing necessary steps for effective case resolution.

Job Description

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.

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 in order 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 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 and simplify and make quick decisions 

• Must be a strong communicator with excellent written and verbal communication skills and the ability to express thoughts effectively

• Ability to prioritize workload in a multitask environment

• Proven scripting skill is an asset

• Proven development 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

Target Base Salary Range: 80,000 - 100,000 CAD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• 2+ years of experience in an engineering, technical support, or customer support role

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

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 complete this Reasonable Accommodations Form so we can assist you.

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. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.