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Motorola Solutions
Motorola Solutions
H1B Visa SponsorConsultingHealthcareLogistics
Motorola Solutions develops technology for public safety, security, and critical communications. Its portfolio includes mission-critical P25 and professional DMR radios, broadband devices, AI-enabled video security, command center solutions, and managed support services. The company serves organizations across public safety, law enforcement, education, healthcare, and other sectors where reliable coordination and fast response are essential. Its solutions are designed to help teams stay connected, understand unfolding situations, and make informed decisions in demanding environments.
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Technical Support Engineer – Video Security and Access Control

Motorola Solutions is seeking a Technical Support Engineer to handle complex Video Security, Access Control, networking, and Video Management Systems escalations. The role also mentors support specialists and collaborates with Product and Engineering teams.

USUnited StatesILIllinoisTXTexas
$59,200 – $94,700 / year
HybridFull-timeMiddleSeniorEnglish RequiredSupport Engineer
TCP/IP

Description

  • Act as the primary technical escalation resource for Support Specialists
  • Diagnose and resolve complex software, hardware, networking, and Video Management Systems issues through OSI-based, methodical troubleshooting
  • Lead or contribute to technical swarms for high-impact and complex cases
  • Form technical hypotheses, coordinate investigative actions, and work closely with specialists
  • Work with Product and Engineering to communicate use cases, report defects, develop reproducible problem statements, validate fixes or workarounds, and improve product quality
  • Coach and mentor Support Specialists in real time
  • Distribute troubleshooting practices and product expertise across the support organization
  • Turn escalation findings into case notes, troubleshooting guides, known-issue articles, and internal Knowledge Base material as a KCS Champion
  • Assess complex or delayed cases, determine next steps, and confirm that sufficient diagnostic evidence is gathered before escalation
  • Advise specialists while keeping case ownership with the assigned agent
  • Evaluate trends in technical issues and escalation activity
  • Lead workflow improvement initiatives that increase support efficiency
  • Keep current with IP networking, operating systems, and diagnostic tools
  • Assist internal Sales, Product, and Engineering stakeholders as well as external partners
  • Work weekend on-call rotations and flexible shifts

Requirements

  • High school diploma required
  • At least 3 years of experience in senior technical support, technical account management, or escalation management
  • Five or more years of relevant IT or technical support experience preferred
  • Bachelor’s degree or diploma/certificate in Computer Science, Engineering, or a related software or computer field preferred
  • Strong knowledge of IP networking integrations, including RTP, TCP/IP, and IGMP
  • Experience with Video Management Systems, scripting, and tools such as Wireshark, PowerShell, Dell iDRAC, and HP iLO
  • Certifications such as CCNA, CCNP, or CompTIA A+ are highly valued
  • Proven ability to troubleshoot systematically and participate in technical swarming
  • Experience partnering with Engineering, Product, and Sales teams
  • Excellent written and verbal communication skills
  • Ability to explain complex technical subjects to varied audiences
  • Ability to coach support agents and create technical documentation
  • Ability to work in a hybrid office setting two days per week
  • Willingness to work weekend on-call shifts when needed
  • Successful completion of a stringent fingerprint background check required
  • Ability to obtain background clearance required by a government customer
  • Indefinite legal authorization to work in the United States required
  • Employer-sponsored work permits are not available
  • Willingness to travel less than 10%

Benefits

  • Incentive bonus plans
  • Medical, dental, and vision coverage
  • 401(k) with company match
  • 10 paid holidays
  • Generous paid time off packages
  • Employee stock purchase plan
  • Paid parental and family leave
  • Hybrid office environment
  • Less than 10% travel
  • Relocation assistance is not provided

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