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 OverviewMotorola 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!
#LI-NW1 #LI-HYBRID
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
CompanyMotorola 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.