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Department OverviewThe Avigilon Alta Engineering team are passionate about providing customers with high quality reliable products. However, some cameras do unfortunately get returned by customers through the RMA process if they have had problems with them in the field. The returns can be initiated for a variety of reasons, from hardware issues, software issues, to configuration problems or issues with the customer’s environment in which the product was installed.
The Alta Video Escalations team is responsible for handling escalated customer issues from the customer-facing support team to the engineering team and ensuring smooth operation of products in the field.
Job Description
We are looking for someone to work alongside the RMA, support, hardware and software engineering teams to triage and analyze returned cameras and ensure that the reasons for the return are understood and followed up. This will ensure that we can learn the lessons from customer difficulties with our products and ensure the hardware and software are improved as a result, as well as documentation and support team training.
The successful candidate will be physically co-located with the RMA team at our facility in Allen, Texas, USA, where all of our cameras arrive when they are sent back by customers. This is a new role, so comes with an exciting opportunity to develop a new process for replicating and investigating customer issues from the field to determine what has gone wrong with these cameras and the improvements necessary as a result.
It may be necessary to travel internationally occasionally to work with development teams in the UK, Norway and Poland.
We are looking for someone who;
Can demonstrate outstanding technical ability or who has achieved excellent academic results from a recognized university in a Science, Computer Science, Networking, Telecommunications or Cybersecurity.
has a genuine interest in learning about new technologies with a passion for solving complex problems and reverse engineering things.
Like to take things apart in order to understand how they work
Is able to work independently and be self-motivated
Can collaborate effectively with Engineering, Support and Logistics teams
Can Develop and manage a process to track the status of all Alta Camera RMAs
Can Investigate cameras in an unknown state, and use information from the support case and testing of the camera to decide how to proceed.
It is also considered a bonus if you have:
Experience with Linux, ssh and related tools
Knowledge of shell scripting, Python or similar languages
A good understanding of basic networking fundamentals and troubleshooting
Basic Requirements2+ years of experience in an engineering, testing, or other technical roleLegal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!
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 ohr@motorolasolutions.com.