At Motorola Solutions, we believe that everything starts with our people. We’re 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 that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewThe Avigilon Alta Video team is responsible for the cloud video security portfolio within the Video Security and Access Control business unit of Motorola Solutions. Motorola Solutions is a global technology company with offices around the world, and our team is based in the UK, Norway and Poland. We exist because we believe that we can create a better, smarter way to deliver security.
We inject intelligence into our approach to security and all our solutions. We help organisations see, understand, and act on their surroundings to protect their people and business in real-time.
We know that the best way to meet our goals is with a diverse team, where everyone’s voice is heard. We’re proud that Alta Video comprises 24 nationalities and we’re always looking to increase the variety of ideas and points of view within the organisation.
Job Description
This role is primarily hybrid with the expectation of being in the Uxbridge office for a minimum of once a week.
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 organisation. We are justifiably proud to hire support engineers who are recognised 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. Coupled with this, escalations engineers are likely to have the opportunity to travel overseas from time to time, and though this is not a compulsory part of the job it is a great chance to be directly involved with the leading companies who run the biggest and technically most advanced Video Surveillance Products and networks in the world.
Main duties and 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.
- Minimise development and test times by gathering accurate descriptions of environments and symptoms seen by customers and providing expert insights.
- Reproduce customer issues in our support lab and troubleshoot complex functional and integration issues by analysing 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 many need to undertake site visits to customer locations.
Basic Requirements
We are looking for individuals who are able to learn very quickly "on the job" and enjoy the challenge of rapidly assimilating new technology and products. The client facing nature of these roles means all candidates must have good written and verbal communication skills and be able to perform well when under pressure.
British educated candidates must have achieved at least A, B, B at A level (ideally straight A grades) plus a 2 or 1st class honours degree in Computer Science, Engineering, Science and Maths. If educated outside the UK you need to have achieved the same standard.
Skills:
- A passion for solving complex problems and reverse engineering things.
- Some level of programming skills, e.g. Python.
- Genuine interest in learning about new technology.
- Good verbal and written communications skills.
- Working knowledge of Linux and associated tools.
- Experience with working with PC hardware.
- A good technical degree.
- Some knowledge of networking products and technologies (such as; TCP/IP, Ethernet, VoIP, Switches and Video surveillance cameras) would be an advantage.
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 hard work you’ll get:
- Competitive salary and bonus schemes
- Two weeks additional pay per year (holiday bonus).
- 25 days holiday entitlement + bank holidays.
- Attractive defined contribution pension scheme.
- Private medical insurance.
- Employee stock purchase plan.
- Flexible working options.
- Life assurance.
- Enhanced maternity and paternity pay.
- Career development support and wide ranging learning opportunities.
- Employee health and wellbeing support EAP, wellbeing guidance etc.
- Carbon neutral initiatives/goals.
- Corporate social responsibility initiatives including support for volunteering days.
- Well known companies discount scheme.
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Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYesCompanyMotorola Solutions UK Limited
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.
