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.

Department OverviewOur Motorola 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

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 achievedAnalyzing logs and other information related to the incoming casesAnalyzing software application behavior and system configuration details as required to diagnose reported issuesWorking with all resources in the engineering department during troubleshooting and root cause analysisEstablishing and maintaining strong lines of communication between all departments and stakeholders. Determining case priorities in order to provide the appropriate response in an organized mannerManaging expectations by support team and customers, and providing critical deliverables within agreed timelinesProviding all necessary follow-through on cases and ensuring customer requirements and expectations are metCreating 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:

Solid understanding of common web and networking protocols and tools, such as Wireshark, TCP/IP, UDP, SSL, HTTP, and communication protocols in generalStrong problem solver with analytical ability to break problems down and to discover the root issue through a process of logical eliminationExperience troubleshooting applications, application logic and complex integrationsAbility 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 effectivelyAbility to prioritize workload in a multitask environmentProven scripting skill is an assetProven development and C++ coding skill is an assetKnowledge 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 assetKnowledge and experience with databases, multi-site deployments, and active directory is an asset
Basic Requirements2+ years of relevant experience in a technical customer support role or relevant technical work experienceDegree in Electrical or Computer Engineering, Computer Science, or equivalent experienceGood command of English

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:

Competitive salary and bonus schemesTwo weeks of additional pay per year (holiday bonus)22 + 3 additional days of vacation (after 1 year) + bank holidays Private medical insurance Employee stock purchase planFlexible working optionsLife insurance Career development support and wide-ranging learning opportunitiesEmployee health and wellbeing support EAP, wellbeing guidance etc
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanYes

CompanyMotorola Solutions Portugal, Lda

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.