drjobs Escalations Engineer

Escalations Engineer

Employer Active

1 Vacancy
drjobs

Job Alert

You will be updated with latest job alerts via email
Valid email field required
Send jobs
Send me jobs like this
drjobs

Job Alert

You will be updated with latest job alerts via email

Valid email field required
Send jobs
Job Location drjobs

Vancouver - Canada

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were 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 thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future.

Aperu de lentreprise

Chez Motorola Solutions nous pensons que tout commence par nos employs. Nous sommes une communaut mondiale soude unie par la volont incessante de contribuer la scurit des personnes partout dans le monde. Nos technologies de communication de scurit vido et de centre de commandement essentielles soutiennent les agences de scurit publique et les entreprises permettant une coordination essentielle pour des communauts des coles des hpitaux et des entreprises plus scuritaires. Connectez-vous une carrire qui compte et aidez-nous btir un avenir plus sr.


Department Overview

Motorola Solutions Video Division is defining the future of the security industry through innovative end-to-end-solutions. Were 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

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

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.

Target Base Salary Range: 80000 - 100000 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.

#LI-CA1


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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were 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 thisReasonable Accommodations Formso we can assist you.

Motorola Solutions adopte favorise et promeut les principes de diversit dquit et dinclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifies quelles que soient leur race origines ethnique religion ou croyance orientation sexuelle identit et expression sexuelle statut danciens combattants ou tout autre statut protg par la Loi.

Nous sommes fiers de notre culture axe sur les personnes et les communauts encourageant ainsi chaque Motorolan dtre la version la plus authentique de lui-mme dans ses responsabilits afin de tenir la promesse dun monde plus scuritaire.

Si vous souhaitez vous joindre notre communaut mais croyez que vous ne possdez pas toutes les exigences requises pour le poste convoit nous aimerions tout de mme connatre les raisons pour lesquelles vous pensez tre un excellent candidat pour notre quipe.

Nous offrons galement des mesures dadaptation pendant toutes les tapes du processus dembauche afin de favoriser linclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un amnagement veuillez remplir ce formulaire damnagement raisonnable afin que nous puissions vous aider.

Employment Type

Full-Time

About Company

Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.