Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

As a member of the Tier 4 Emergency Call Handling Support Team, the Sr. System 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, PBX, 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 an experienced and highly motivated Sr. Systems Engineer to join our team. The ideal candidate will have a strong background in server/desktop support, networking (SIP, VoIP, routing, and switching), telephony hardware, troubleshooting software applications, and diagnosing complex system architectures. Create, update, manage, and resolve support tickets. Working with a diverse range of customers via phone and remote connections. The Sr. Systems Engineer will be responsible for ensuring the highest level of customer satisfaction by providing prompt, efficient, and accurate technical assistance.

• Provide high-quality technical support to customers through phone, email, chat, and remote desktop assistance.

• Troubleshoot and resolve complex hardware, software, computer, telecommunications, and IP-based network-related issues.

• Escalate unresolved issues to the appropriate internal teams or external vendors, ensuring timely resolution and effective customer communication.

• Create, update, and maintain accurate records of customer interactions, issue resolution, and support documentation in our ticketing system.

• Ability to effectively organize tasks, manage multiple priorities and deliver on customer commitments on schedule.

• Mentor and coach junior technicians, sharing knowledge and best practices to improve team performance and act as an escalation point for tier 3 support.

• Develop and maintain a deep understanding of our products, services, and systems to provide expert advice and guidance to customers.

• Creates Site Specific Methods of Procedures as necessary.

• Perform system site audits and provide findings and recommendations. 

• Assist in creating and maintaining technical support documentation, including FAQs, knowledge base articles, and training materials.

• Collaborate with cross-functional teams, including Product Development, Quality Assurance, and Sales, to identify and address product-related issues and drive improvements.

• Participate in the on-call rotation, providing after-hours support as needed.

• Stay current with industry trends, emerging technologies, and best practices to continuously improve technical support services.

• Working knowledge of Analog and Digital Telephony

• Works variable shifts dictated by support needs.

• Provides input and participates in interviews of prospective Support Engineers for future sites or staff replacements.

• Possible travel to direct sites to fill the role of onsite support engineers or to troubleshoot escalated issues.

Preferred Qualifications

• 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.

• Strong troubleshooting and problem-solving skills, with the ability to analyze complex issues, isolate trouble and develop effective solutions.

• In-depth knowledge of Windows and Linux operating systems, as well as networking concepts and protocols.

• Familiarity with common software applications, web browsers, and virtualization suites.

• Excellent verbal and written communication skills, with the ability to convey technical information in a clear and concise manner.

• Strong customer service and interpersonal skills, with a proven ability to build and maintain relationships with customers and internal stakeholders.

• Ability to work independently and manage multiple tasks and priorities effectively.

• Experience with remote support tools, ticketing systems, and CRM software.

• Experience with firewalls and security-related applications

• Industry certifications, such as CompTIA A+, Network+, Cisco CCNA, Microsoft Azure, and Microsoft Certifications, are a plus.

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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 email [email protected].