Technical Customer Support (US Remote)

Company Overview
At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department OverviewCMSO Software Enterprise Technical Support is a group that delivers solutions to the public safety sector. The group is committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. As part of this team, the PremierOne Support team deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.
Job Description
Job Description
***The hours for this position include nights, weekends, and holidays. This role also has an On Call responsibility.***
At Motorola Solutions, everything starts with our people. We help people be their best in the moments that matter. As a Senior Technical Support Engineer, you will work in a people-first culture to support and configure critical hardware and software implementations for our customers. This position is a remote role in the United States and serves as a vital technical touchpoint. Because public safety never sleeps, the hours for this position include nights, weekends, and holidays, alongside a rotational on-call responsibility to help ensure support is always active. We welcome candidates with a Bachelor's degree or equivalent practical experience who are passionate about using their technical expertise to keep critical public safety networks running smoothly.
Key Responsibilities:
Customer Implementation & Support
Configure and support complex hardware and software systems deployed in public safety customer environments
Resolve highly critical customer issues received via phone, email, and web portal with outstanding professionalism
Collaborate across technical groups to streamline workflows and deliver rapid, high-quality resolutions
System Diagnosis & Optimization
Troubleshoot and analyze intricate system-level software, networking, and third-party components
Identify root causes of application failures and implement corrective measures to prevent recurrences
Maintain continuous operational availability of local and remote customer implementations
Technical Collaboration
Work effectively as a self-directed technical resource and as a highly collaborative team member
Share domain knowledge regarding application behavior and database performance with internal engineering groups
Participate in a rotational off-hours on-call schedule to support emergency system restoration
Job Requirements:
Technical Expertise
Database & OS Administration to configure and maintain MS SQL Server and MS Windows Server environments
Performance Analysis using MS Ops Manager and desktop operating systems to identify performance bottlenecks
Network & Infrastructure troubleshooting including basic routing, firewalls, and security rules
Professional Experience
Problem Solving to efficiently diagnose, isolate, and resolve multifaceted software and hardware issues
Client Engagement to represent the organization and manage customer relationships with high professionalism
On-Call Rotation to actively participate in rotational, off-hour duties for system-critical issues
Preferred Qualifications
Advanced expertise in PremierOne Application Suite or similar high-availability public safety platforms
Hands-on network infrastructure experience with F5 Load Balancers and Fortigate firewalls
Deep knowledge of relational database query writing, optimization, and SQL Server indexing
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
The salary range for this req role is $90,000- $110,000
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
#LI-DB1
#LI-Remote
Basic Requirements
High school diploma or equivalent
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
and more!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.