Senior Escalations Engineer

Role Description

You will love this role if you enjoy solving complex problems! You will become the bridge between our customer-facing support team and the development team and you will quickly become critical to the business. Working alongside the hardware & software development engineers and closely with our global customer support team, the Alta Video Engineering Escalations team is the external-facing side of the R&D organization. We are justifiably proud to hire escalations engineers who are recognized as the best in the industry.

Support queries are initially handled by Motorola’s partner network, with more complex cases being passed to Motorola’s global support team. The most complex issues are passed onto the relevant Escalations team for the product. Your role involves investigating, solving and managing these often difficult and challenging issues. In order to be successful you will have to work closely with the support team, R&D, product test group, sales, the documentation team and partners in replicating and diagnosing issues. You will need to meet tight deadlines, sometimes under pressure, while effectively managing priorities and communicating progress.

One of the great attractions of the role is the detailed knowledge you will gain on the full functionality of our advanced cloud video security products as well as many leading 3rd party products.

Responsibilities:

• Become an expert on all of our products, on related industry products and how they are used together.
• Take ownership of escalated support issues and ensure each one is managed through to the point that it is resolved to the customer’s satisfaction and within established SLA’s.
• Minimize development and test times by gathering accurate descriptions of environments and symptoms seen by customers and providing expert insights.
• Reproduce customer issues in our lab and troubleshoot complex functional and integration issues by analyzing logs by using deep inspection tools (e.g. network packet traces).
• Engage with the development and test teams to demonstrate how to reproduce problems.
• Test code changes and “work arounds” to verify fixes.
• Provide accurate information on the status of support cases and communicate progress back to customers.
• Provide expert advice on our products to the sales and support teams.
• Contribute to an ongoing program of process improvement.
• Assist the technical documentation group with content for the product and support documentation.
• Occasionally you may need to undertake site visits to customer locations.

Qualifications

• Demonstrate outstanding technical ability or who has achieved excellent academic results from a recognized university in a Science, Computer Science, Networking, Telecommunications or Cybersecurity.
• Demonstrate a genuine interest in learning about new technologies with a passion for solving complex problems and reverse engineering things.
• Conduct full stack troubleshooting of the Alta Video Solution including network, hardware and software.
• Have a strong attention to detail.
• Demonstrate excellent verbal and written communication skills.
• Able to collaborate with Engineering and Product teams to test new products and identify bugs.
• Ability to write technical knowledge base articles and whitepapers.

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.

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
• and more!