Motorola Solutions
Motorola Solutions
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.

Technical Support Specialist - Hybrid | Motorola Solutions

Provide technical support for Motorola Solutions video security products, including video management systems, cameras, servers, and network infrastructure. Troubleshoot customer incidents through phone and digital channels.

Description

  • Investigate and resolve critical hardware, software, and IP networking problems through phone and digital support channels.
  • Support video management systems, cameras, servers, and network infrastructure.
  • Keep comprehensive technical case records in case management systems.
  • Deliver a strong customer experience through calls, live chat, email, and escalated support requests.
  • Prioritize live inbound channels, open cases, and urgent customer requirements.
  • Translate complex technical resolutions into clear guidance for customers with different levels of technical expertise.
  • Build knowledge of new product lines, video streaming technologies, and network protocols.
  • Work collaboratively with teammates while independently diagnosing and resolving technical issues.
  • Set clear customer expectations and provide prompt updates throughout critical incidents.
  • Work Wednesday–Sunday from 8:00 AM–4:30 PM ET (5:00 AM–1:30 PM PT).

Requirements

  • High school diploma.
  • At least one year of technical support or customer support experience.
  • Knowledge of IP networking, including routers, firewalls, wireless systems, RTP, TCP/IP, UDP, IGMP, and multicasting.
  • Ability to install, configure, and troubleshoot operating systems and hardware.
  • Experience supporting video management systems, IP cameras, and network servers.
  • Ability to document complex technical information clearly in English.
  • A systematic approach to troubleshooting.
  • Ability to multitask and prioritize live customer interactions, queue management, and shift responsibilities.
  • Ability to work independently and as part of cross-functional technical teams.
  • Ability to obtain background clearance when required by a government customer.
  • Indefinite legal authorization to work in the United States; employer-sponsored work permits are unavailable.
  • Preferred certifications include CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+.
  • Preferred experience in a dedicated technical support contact center.
  • Preferred familiarity with KCS Methodology.
  • Preferred familiarity with ONVIF profiles or related video streaming services.
  • Successful completion of a stringent fingerprint background check for CJIS-governed high-security areas.

Benefits

  • Incentive bonus plans.
  • Medical, dental, and vision benefits.
  • 401(k) with company match.
  • Ten paid holidays.
  • Generous paid time off packages.
  • Employee stock purchase plan.
  • Paid parental and family leave.
  • Employee referral payment plan.

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