COMPANY OVERVIEW

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

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
  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.
  The base salary range for this position in British Columbia is 75,000 - 85,000 CAD depending on experience.
  

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BASIC REQUIREMENTS

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

TRAVEL REQUIREMENTS

None

• 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