Technical Support Engineer

Overview

Senior technical role within Motorola Solutions' Customer Support organization acting as the escalation point for Video Security and Access Control products, bridging frontline support specialists with Product and Engineering.

What you'll do

• Serve as the primary technical escalation point for Support Specialists, investigating and resolving complex software, hardware, networking, and Video Management Systems (VMS) issues using the OSI model and systematic troubleshooting logic.
• Lead and participate in technical swarms for high-impact or complex cases, establishing clear hypotheses, coordinating troubleshooting actions, and working collaboratively alongside specialists rather than relying on traditional case handoffs.
• Partner closely with Product and Engineering teams to communicate use cases, flag defects, construct reproducible problem statements, validate fixes or workarounds, and drive product quality improvements.
• Provide real-time coaching and mentorship to Support Specialists during technical investigations, sharing troubleshooting best practices and product knowledge to build overall team capability.
• Act as a Knowledge Centered Service (KCS) Champion by converting escalation findings into concise case notes, reusable troubleshooting documentation, known-issue articles, and internal Knowledge Base content.
• Review complex or stalled cases to identify paths forward, ensure proper diagnostic evidence is collected prior to further escalation, and guide specialists while preserving case ownership with the assigned agent.
• Analyze technical issue trends and escalation patterns to surface recurring defects or systemic problems, leading workflow optimization projects to improve support efficiency.
• Maintain deep technical expertise across IP networking (RTP, TCP/IP, IGMP), operating systems, and diagnostic tools such as Wireshark, PowerShell, Dell iDRAC, and HP iLO.
• Manage a diverse workload effectively, including participation in weekend on-call rotations and flexible shifts in a hybrid office environment.

What you'll need

• High School diploma
• 3+ years of experience in senior technical support, technical account management, or an escalation management role
• Ability to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely

Nice to have

• 5+ years of relevant experience in an IT/Tech support environment (including senior technical support, technical account management, or escalation management)
• Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer-related field
• Deep understanding of IP networking integrations (RTP, TCP/IP, IGMP), VMS (Video Management Systems), scripting, and diagnostic tools (Wireshark, PowerShell, Dell iDRAC, HP iLO); relevant certifications (CCNA, CCNP, CompTIA A+, etc.) are highly valued
• Demonstrated track record of systematic technical troubleshooting, leading technical swarms, and collaborating cross-functionally with Engineering, Product, and Sales teams
• Exceptional written and verbal communication skills with the proven ability to translate complex technical concepts for diverse audiences, coach support agents, and author technical documentation

Details

• Remote work listed; hybrid office environment (twice per week)
• Handle weekend on-call shifts as required
• Position subject to working in high security areas governed by the US Department of Justice's CJIS Security Policy, requiring a stringent fingerprint background check administered by Motorola Solutions Inc.
• Travel under 10%
• Position type: Experienced; no relocation provided
• Employer work permit sponsorship is not available
• Target base salary range: $59,200 - 94,700 USD