Senior Technical Support Engineer

The Senior Technical Support Engineer role at Motorola Solutions sits within the global Employee Experience support framework, based in Allen, TX on a hybrid schedule. This senior technical position emphasizes customer success by managing complex dependencies and high-tier escalations, acting as a technical anchor for cross-functional collaboration in an augmented Assisted Experience model.

Summary

In this senior role, you contribute to Motorola Solutions' global Employee Experience framework by guiding complex dependencies and handling top-level escalations, serving as a central technical point for cross-functional collaboration within an augmented assistance model.

Responsibilities

• Investigate intricate software, hardware, and deployment logs to pinpoint root causes and diagnose defects in cloud-based video and access systems
• Lead advanced troubleshooting workflows across phone and digital channels to resolve critical partner issues
• Record hardware, network, and case data in centralized tracking systems to speed engineering cycles
• Coordinate knowledge transfer sessions via technical swarming, training, and mentoring to elevate junior colleagues
• Create and review technical articles in the Knowledge Centered Support library and contribute to its expansion
• Manage daily project tasks and balance shifting workloads between escalations and departmental initiatives
• Collaborate with Product, Development, and Engineering to convert isolated bugs into formal product fixes
• Provide premium support during complex infrastructure updates and in-depth service investigations
• Ensure ongoing alignment with innovation timelines across cloud product portfolios

Requirements

• IP networking expertise to configure and troubleshoot routers, firewalls, wireless technologies, TCP/IP, UDP, and Multicast configurations
• Cloud security systems expertise spanning VMS platforms, cloud architectures, cameras, and physical controllers
• Linux operating systems proficiency for inspecting backend directories, scripts, and diagnostic outputs
• Strong time management to prioritize workloads among engineering swarms, individual queues, and multi-team projects
• Effective stakeholder communication to translate complex data structures into concise, actionable customer summaries
• Adaptable and proactive learner ready for fast paced hardware design cycles and evolving product frameworks

Technologies

• IP Networking
• VMS platforms
• Linux Operating Systems
• TCP/IP
• UDP
• Multicast

Benefits

• 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

Salary

USD 60,000 - 67,000 per year

Location

Allen, TX (hybrid)

Travel Requirements

Under 10% travel

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes