Senior Escalations Engineer

Responsibilities

• Become an expert on all Motorola and industry products and their interactions.
• Own escalated support issues and manage them through to resolution within SLA’s.
• Minimize development and test times by gathering accurate environment and symptom descriptions.
• Reproduce customer issues in the lab, troubleshoot functional and integration problems, and analyze logs using deep‑inspection tools (e.g., network packet traces).
• Collaborate with development and test teams to demonstrate reproducible problems.
• Test code changes and work‑arounds to verify fixes.
• Communicate support case status and progress to customers.
• Provide expert advice to sales and support teams.
• Contribute to ongoing process improvement initiatives.
• Assist the technical documentation group with product and support documents.
• Occasionally undertake site visits to customer locations.

• Demonstrated outstanding technical ability or excellent academic results in Science, Computer Science, Networking, Telecommunications, or Cybersecurity.
• Passion for learning new technologies and solving complex problems, including reverse engineering.
• Full‑stack troubleshooting experience for the Alta Video Solution (network, hardware, software).
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Collaboration with Engineering and Product teams on product testing and bug identification.
• Ability to write technical knowledge‑base articles and whitepapers.

• Experience with Linux, APIs, Python or other coding languages.
• Knowledge of video surveillance devices and protocols such as ONVIF.
• Understanding of networking fundamentals and troubleshooting (HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and software systems).
• Experience in a customer‑facing role with interaction between R&D teams.
• Experience with video surveillance solutions.

$105,000–123,000 USD

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

• 4+ years of engineering or technical support experience.
• Legal authorization to work in the U.S. indefinitely (no employer work‑permit sponsorship available).

None

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.