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IT Software Engineering Support Specialist

2 months ago

George Town, Penang, Malaysia Motorola Solutions Full time
Job Overview
As a Software Support Engineer at Motorola Solutions, you will play a critical role in ensuring the success of our MSI Ecosystem Solutions. We are seeking a skilled professional to join our team as an Escalations Engineer, responsible for resolving complex customer-reported issues.

Key Responsibilities
  1. Issue Resolution: Diagnose, debug, and reproduce customer-reported issues, working closely with cross-functional teams to resolve issues efficiently.
  2. Customer Support: Participate in customer calls to provide timely and effective support for customer-reported issues.
  3. Issue Triage: Diagnose and triage issues to ensure they are routed to the appropriate engineering teams for resolution.
  4. Collaboration: Collaborate with engineering teams to provide support in resolving customer-reported issues, ensuring seamless communication and issue resolution.
  5. Testing and Debugging: Test and reproduce issues to assist in debugging, gathering data and logs to facilitate speedy resolution.
  6. Documentation: Develop detailed documentation for troubleshooting common reported issues, ensuring knowledge sharing and best practices.
  7. On-Call Support: Participate in a 24x7 on-call rotation, providing timely support for critical issues that may arise.

Requirements
  1. Education: Bachelor's Degree in a relevant field such as Computer Engineering or Science.
  2. Experience: 3+ years of experience in advanced customer support or test engineering, system solutions, test automation, or release management.
  3. Technical Skills: Experience with Windows and Linux environments, comfortable working with command line applications, and experience testing and operating web services on cloud-based infrastructure (e.g. Microsoft Azure, AWS).
  4. Soft Skills: Practice structured diagnostic and debugging methodologies, demonstrate an ability to document and articulate system data flows, and possess a customer-focused mindset.

Desired Background/Knowledge/Skills
  • Experience with monitoring and logging tools and platforms.
  • Track record of solving complex problems with technology.
  • Experience working in a fast-paced Agile/Scrum environment.
  • Bonus for working with video, access control, and security products.