Technical Escalation Engineer

Job Description

This 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.

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

Target Base Salary Range: 40,000 - 51,000 EUR 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.

Basic Requirements

2+ years of experience in an engineering, technical support, or customer support role

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions Portugal, Lda

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.