[Remote] Technical Customer Support (US Remote)

Note: The job is a remote job and is open to candidates in USA. Motorola Solutions develops technologies that help protect people, property, and communities, including public safety solutions such as computer-aided dispatch and records management systems. The Senior Technical Support Engineer configures, supports, diagnoses, and optimizes critical hardware and software implementations for public safety customers while providing rotational off-hours and on-call support.

Responsibilities

• 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
• 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
• 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

Skills

• We welcome candidates with a Bachelor's degree or equivalent practical experience
• 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
• 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
• 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
• 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

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

Company Overview