Technical Escalation Engineer

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 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 and critical thinking 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, simplify and make quick decisions

Must be a strong communicator with excellent written and verbal communication skills and the ability to express thoughts to both technical and non-technical audiences effectively

Ability to prioritize workload in a multitasking environment

Proven scripting skills such as Python, PowerShell, Ruby, Bash is an asset

Proven development background 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

Degree in Electrical or Computer Engineering, Computer Science, or equivalent experience

Relevant Technical work experience will be considered for cases where the candidate has less than 2 years of direct experience in technical support.

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 (1 day a week).

The base salary for this position in British Columbia is 70,000 - 80,000 CAD depending on experience.

LI-#HYBRD #LI-CA1

Basic Requirements

Bachelor's Degree and 2+ years of engineering or technical experience

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

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.

We’re 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 email

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et / ou mental.

Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à