Escalations Engineer

🔥 18 hours ago

⛰️ Colorado, Illinois, +7 more states – Remote

⛰️ Colorado – Remote 🌽 Illinois – Remote 🌾 Nebraska – Remote 🌶️ New Mexico – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🚗 Michigan – Remote 🏰 Missouri – Remote 🤠 Texas – Remote

💵 $100k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Motorola Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1928

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Motorola Solutions is a company that provides a comprehensive safety and security ecosystem, offering technology solutions to protect people, property, and places. The company specializes in critical communications, video security systems, command center solutions, and managed & support services. Their products include mission-critical P25 radios, professional DMR radios, broadband devices, and video security systems powered by AI analytics. Motorola Solutions serves various industries, including public safety, education, healthcare, law enforcement, and more, with a focus on enhancing operational efficiency and response in critical situations. They are committed to delivering solutions that help their customers stay connected, communicate clearly, and act with certainty in the harshest conditions.

📋 Description

• Become an expert on Motorola Solutions’ products and related industry products • Own escalated support issues through resolution within established SLAs and to customer satisfaction • Gather accurate customer environments and symptoms and provide expert insights to minimize development and test times • Reproduce customer issues in the lab and troubleshoot complex functional and integration issues • Analyze logs using deep inspection tools such as network packet traces • Collaborate with development and test teams to reproduce problems • Test code changes and workarounds to verify fixes • Communicate support-case status and progress to customers • Provide expert product advice to sales and support teams • Contribute to process-improvement programs • Assist the technical documentation group with product and support documentation • Occasionally undertake site visits to customer locations

🎯 Requirements

• 4+ years of engineering or technical support experience • Legal authorization to work in the U.S. indefinitely is required • Employer work permit sponsorship is not available for this position • Outstanding technical ability or excellent academic results from a recognized university in Science, Computer Science, Networking, Telecommunications, or Cybersecurity • Genuine interest in learning about new technologies and solving complex problems • Full stack troubleshooting of network, hardware, and software • Strong attention to detail • Excellent verbal and written communication skills • Ability to collaborate with Engineering and Product teams to test new products and identify bugs • Ability to write technical knowledge base articles and whitepapers • Experience with Linux, APIs, Python, or other coding languages is a bonus • Experience with video surveillance devices and protocols such as ONVIF is a bonus • Understanding of networking fundamentals and troubleshooting, including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and software systems is a bonus • Experience working in a customer-facing role while interacting with R&D teams is a bonus • Experience working with video surveillance solutions is a bonus

🏖️ Benefits

• Incentive Bonus Plans • Medical, Dental, Vision benefits • 401K with Company Match • 10 Paid Holidays • Generous Paid Time Off Packages • Employee Stock Purchase Plan • Paid Parental & Family Leave