Company OverviewAt 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 Overview Motorola Solutions Video Division is defining the future of the security industry through innovative end-to-end-solutions. We’re 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 DescriptionResponsibilities 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 AvigilonThis position is based in Lisbon, Portugal and the candidate must reside in the Lisbon area as you will be required to go into the office on a hybrid work schedule.Basic Requirements2+ years of experience in an engineering, technical support, or customer support roleQualifications:2+ years of relevant development experience in the high-tech industry2+ years of relevant experience in a technical customer support roleSolid 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 and simplify and make quick decisionsMust 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 assetKnowledge 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 assetGoal driven with good business acumenTravel Requirements NoneRelocation Provided NonePosition Type ExperiencedReferral Payment Plan YesCompany Motorola Solutions Portugal, LdaEEO StatementMotorola 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.
