Technical Support Escalation Point

motorolasolutions; Brasil; Hybrid; BRL 120,000 - 160,000; Full time

Job summary

Motorola Solutions is seeking a Technical Support Escalation Point to serve as the senior technical resource for Video Security and Access Control. You will investigate complex software, hardware, and VMS issues, mentor junior staff, and drive engineering collaboration to resolve escalations efficiently.

Ideal candidates will excel in OSI-based troubleshooting, network diagnostics, and knowledge management, while participating in hybrid work and weekend/on-call rotations as needed.

Qualifications

• Expertise in troubleshooting complex software, hardware, networking, and VMS issues.
• Ability to lead technical swarms and coordinate cross-team actions.
• Strong collaboration with Product and Engineering to improve quality.

Responsibilities

• Serve as primary escalation point for Support Specialists and resolve complex issues.
• Lead technical swarms for high-impact cases with collaborative action.
• Partner with Product and Engineering to communicate use cases and defects.
• Provide coaching to Support Specialists during investigations.
• Create knowledge base content from escalation findings.
• Review complex cases and guide teams while preserving ownership.
• Analyze issue trends to drive workflow improvements.

Skills

Troubleshooting

Escalation

Swarming

Stakeholder Collab

Mentorship

KCS

Case Guidance

Problem Identification

IP Networking

Hybrid Work

Tools

Wireshark

PowerShell

Dell iDRAC

HP iLO

Job description

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 key unit within the Customer Support organization, our team directly supports partners and customers in resolving technical issues with Motorola Solutions’ Video Security and Access Control products. We serve as a vital link between frontline support specialists, Product Management, and Engineering to accelerate complex escalations. Our department emphasizes collaborative problem-solving, agent mentorship, and institutional knowledge sharing to build long-term organizational capability. We foster a transparent, customer-first culture that values open communication, teamwork, and continuous career growth.

Job Description

Technical Support Escalation Point (TSEP) is a senior technical role within the Customer Support organization. The TSEP serves as a high-level technical resource supporting internal stakeholders (Sales, Product, Engineering) and external partners for the Video Security and Access Control portfolio. Acting as a bridge between frontline support and engineering, the TSEP provides advanced technical guidance, leads complex investigations, and accelerates the resolution of complex escalations while fostering a culture of collaborative problem-solving, technical leadership, and continuous organizational improvement.

Key Responsibilities:

• Advanced Troubleshooting & Technical Escalation: Serve as the primary technical escalation point for Support Specialists, investigating and resolving complex software, hardware, networking, and Video Management Systems (VMS) issues using the OSI model and systematic troubleshooting logic.
• Technical Swarming: Lead and participate in technical swarms for high-impact or complex cases, establishing clear hypotheses, coordinating troubleshooting actions, and working collaboratively alongside specialists rather than relying on traditional case handoffs.
• Stakeholder & Engineering Collaboration: Partner closely with Product and Engineering teams to communicate use cases, flag defects, construct reproducible problem statements, validate fixes or workarounds, and drive product quality improvements.
• Mentorship & Upskilling: Provide real-time coaching and mentorship to Support Specialists during technical investigations, sharing troubleshooting best practices and product knowledge to build overall team capability.
• Knowledge Management: Act as a Knowledge Centered Service (KCS) Champion by converting escalation findings into concise case notes, reusable troubleshooting documentation, known-issue articles, and internal Knowledge Base content.
• Case & Investigation Guidance: Review complex or stalled cases to identify paths forward, ensure proper diagnostic evidence is collected prior to further escalation, and guide specialists while preserving case ownership with the assigned agent.
• Problem & Trend Identification: Analyze technical issue trends and escalation patterns to surface recurring defects or systemic problems, leading workflow optimization projects to improve support efficiency.
• Technical Proficiency: Maintain deep technical expertise across IP networking (RTP, TCP/IP, IGMP), operating systems, and diagnostic tools such as Wireshark, PowerShell, Dell iDRAC, and HP iLO.
• Operational Agility: Manage a diverse workload effectively, including participation in weekend on-call rotations and flexible shifts in a hybrid office environment.

Basic Requirements

• Advanced Troubleshooting & Technical Escalation: Serve as the primary technical escalation point for Support Specialists, investigating and resolving complex software, hardware, networking, and Video Management Systems (VMS) issues using the OSI model and systematic troubleshooting logic.
• Technical Swarming: Lead and participate in technical swarms for high-impact or complex cases, establishing clear hypotheses, coordinating troubleshooting actions, and working collaboratively alongside specialists rather than relying on traditional case handoffs.
• Stakeholder & Engineering Collaboration: Partner closely with Product and Engineering teams to communicate use cases, flag defects, construct reproducible problem statements, validate fixes or workarounds, and drive product quality improvements.
• Mentorship & Upskilling: Provide real-time coaching and mentorship to Support Specialists during technical investigations, sharing troubleshooting best practices and product knowledge to build overall team capability.
• Knowledge Management: Act as a Knowledge Centered Service (KCS) Champion by converting escalation findings into concise case notes, reusable troubleshooting documentation, known-issue articles, and internal Knowledge Base content.
• Case & Investigation Guidance: Review complex or stalled cases to identify paths forward, ensure proper diagnostic evidence is collected prior to further escalation, and guide specialists while preserving case ownership with the assigned agent.
• Problem & Trend Identification: Analyze technical issue trends and escalation patterns to surface recurring defects or systemic problems, leading workflow optimization projects to improve support efficiency.
• Technical Proficiency: Maintain deep technical expertise across IP networking (RTP, TCP/IP, IGMP), operating systems, and diagnostic tools such as Wireshark, PowerShell, Dell iDRAC, and HP iLO.
• Operational Agility: Manage a diverse workload effectively, including participation in weekend on-call rotations and flexible shifts in a hybrid office environment.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

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.