System Support Engineer

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
As a member of the Tier 4 Emergency Call Handling Support Team, the System Support Engineer will provide advanced technical support for Public Safety software solutions in a fast-paced environment and serve as an escalation point for complex trouble tickets. Job tasks include but are not limited to leveraging and maintaining their expertise in networking, telco, IT, and related telecommunications solutions to own the problem management of escalations and code-related issues reported from Operations up to Engineering. This department works with DevOps, Engineering, and Field Service Partners to accomplish assigned tasks. Our employees enjoy the mental challenge of the diversity of technologies supported within the team. They are also rewarded with the opportunity to fix issues within the systems that ultimately save lives.
Job Description

We are seeking a motivated Systems Support Engineer to join our team. In this role, you will be responsible for providing high-quality technical assistance across a variety of platforms and architectures. You will ensure customer satisfaction by resolving technical issues efficiently and contributing to the continuous improvement of our support resources.

Core Responsibilities

• Multi-Channel Technical Support: Deliver high-quality assistance via phone, email, chat, and remote desktop to resolve hardware, software, and network-related inquiries.
• Technical Troubleshooting: Diagnose and resolve issues involving Windows and Linux operating systems, telecommunications, and IP-based networks (SIP, VoIP, routing, and switching).
• Incident Management: Create, update, and maintain accurate records in the ticketing system, ensuring all customer interactions and resolutions are thoroughly documented.
• Effective Escalation: Identify complex issues requiring specialized intervention and escalate them to internal teams or external vendors while maintaining ownership of customer communication.
• Documentation & Knowledge Sharing: Assist in developing technical resources, including FAQs, knowledge base articles, and "Methods of Procedures" to improve team efficiency.
• System Audits & Recommendations: Perform system site audits to identify potential improvements and provide findings to ensure optimal configuration and performance.
• Cross-Functional Collaboration: Work alongside Product Development, QA, and Sales teams to identify product trends, address bugs, and enhance the overall user experience.
• Operational Flexibility: Manage multiple priorities effectively and participate in an on-call rotation to provide after-hours support and meet customer commitments.

Preferred Qualifications

• Bachelor's degree in a related field or equivalent professional experience.
• Strong analytical skills with a proven ability to isolate trouble and develop effective solutions.
• Experience with remote support tools, firewalls, and security-related applications.
• Familiarity with AI-enhanced productivity tools and industry certifications (CompTIA, CCNA, etc.) is a plus.

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: $90,000 - $95,000

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

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• A minimum of 6-7 years of experience in a technical role to include support, preferably in a software or technology company.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

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.