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Senior Technical Support Engineer

Motorola Solutions Allen, TX

Allen, TX

Today

$60k - $67k/yr Full time Application Support Customer Service Customer Support

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Job Description

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

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