ALPR Technical Support Technician

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 Overview
The ALPR Technical Support Technician joins a dedicated team providing first-level remote support for our mission-critical Automatic License Plate Recognition (ALPR) products. This high-stakes role serves diverse markets, including military, public safety, and mission-critical infrastructure, acting as a catalyst for delivering high-quality and timely customer support. You must be able to rapidly absorb new technology and communicate complex technical concepts effectively to a wide range of audiences. While this position supports normal business hours, flexibility to work on weekend standby is required. In addition, you will be collaborating with peers including engineering and product teams to drive product improvements based on partner and customer feedback.
Job Description

This role is critical to day-to-day support operations, driving technical resolution and maintaining high-quality service for our Automatic License Plate Recognition (ALPR) technology. We are looking for a high-energy, self-directed individual with strong analytical skills and a passion for solving complex technical challenges.

Core Responsibilities

• Incident Management: Serve as the primary point of contact for technical support, managing the end-to-end lifecycle of incidents via phone and email to ensure a return to normal service levels.
• Technical Triage & Escalation: Execute initial triage, document resolution efforts, and use functional escalation processes to resolve outages within established timeframes.
• Knowledge Leadership: Implement known solutions via existing documentation and author new knowledge base articles to improve future problem-solving efficiency.
• Process Improvement: Contribute to the development of operational policies and maintain data integrity across various database systems to ensure high-quality service delivery.
• SLA Compliance: Respond to and resolve customer incidents in a timely manner, ensuring all performance metrics and Service Level Agreements (SLAs) are consistently met.
• Collaborative Partnership: Build and maintain professional relationships across functional lines to support internal and external stakeholders seamlessly.
• Continuous Learning: Stay current on all system applications and participate in ongoing training to maintain expertise in Motorola Quality and Security practices.

Qualifications

• 1+ years of experience in a technical support or engineering role.
• High School Diploma
• Ability to obtain required security clearances as mandated by the company and customers.

Highly Preferred Skills

• Experience in remote technical support environments and foundational knowledge of ITIL.
• Familiarity with Information Security, communication networks, and WAN/LAN/Router architecture.
• Proficiency in Windows, G Suite, or equivalent productivity platforms.
• Industry certifications such as A+, Network+, or Security+.
• Direct experience with ALPR or similar Vehicle Intelligence technologies.

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

Target Base Salary Range: $45,000- $52,000

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.

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Basic Requirements

• High School Diploma
• 1+ years of experience in a technical support or engineering role
• Must be able to obtain background clearance as required by government customer

Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

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.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.