Escalations Engineer

Company Overview 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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview Motorola Solutions’ Video Security & Access Control Division is defining the future of safety technology through innovative, award-winning end-to-end solutions. We design, develop, and manufacture advanced AI, video analytics, surveillance cameras, and access control solutions that are changing how organizations protect their environments.

The Avigilon Alta Video team is responsible for our cloud video security portfolio. Driven by our commitment to "Solving for safer," our technology connects public safety agencies and enterprises to help keep communities, schools, hospitals, and businesses secure.

Job Description Key Responsibilities Complex Problem Resolution & Lab Reproduction

• Take ownership of high-priority escalated support cases, driving end-to-end investigation through to resolution within defined customer SLAs
• Replicate complex functional and integration issues in lab environments using deep inspection tools and network packet analysis
• Analyze environment details, logs, and system symptoms to provide actionable insights that minimize R&D and testing lead times

Cross-Functional Engineering Collaboration

• Partner directly with software development and product test teams to demonstrate bug reproductions and evaluate code changes or workarounds
• Provide expert product guidance and technical insights across internal engineering, sales, documentation, and global support teams
• Assist technical documentation teams in authoring clear knowledge base articles, technical whitepapers, and customer-facing support content

Operational Excellence & Process Improvement

• Maintain transparent, accurate progress updates for key stakeholders and partners throughout the issue lifecycle
• Contribute to continuous process improvements that refine diagnostic workflows and product quality
• Conduct occasional customer site visits when advanced, on-location technical investigation or validation is required

Basic Requirements

• Degree in Science, Computer Science, Networking, Telecommunications, or Cybersecurity
• Solid experience in software engineering, technical support escalations, network troubleshooting, or systems diagnostics

Job Requirements Technical Expertise

• Full-Stack Troubleshooting to diagnose issues across hardware, cloud software, and complex network environments
• Deep Inspection Tools to analyze system logs and network packet traces (e.g., Wireshark)
• Network Protocols to troubleshoot HTTP/HTTPS, TLS, TCP/IP, DNS, NAT, DHCP, VLANs, and firewalls
• Technical Writing to author internal documentation, knowledge base articles, and whitepapers
• Language Proficiency to demonstrate excellent written and verbal English communication

Professional Experience

• Issue Ownership to manage high-stakes technical escalations under tight deadlines while maintaining clear stakeholder communication
• R&D Collaboration to work closely with development and QA engineering teams to test bug fixes and validate new releases
• Customer-Facing Engineering to balance technical investigation with clear support team collaboration

Preferred Qualifications (Optional)

• Hands-on experience with Linux environments, REST APIs, or Python scripting
• Practical knowledge of video surveillance protocols and video security systems (e.g., ONVIF)
• Prior experience interfacing directly between customer support networks and core R&D engineering team

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.
• Employee stock purchase plan.
• Flexible working options.
• Private medical care.
• 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 schemes.

Join our team and help us build technology that connects and protects communities worldwide—apply today to take the next step in your career!

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company Motorola 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.