Technical Support Engineer

Motorola Solutions; Vancouver; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work models

Paid time off

Health care benefits

Retirement benefits

Employee bonuses

Stock grants & employee stock purchase

Learning and development opportunities

Global wellness resources

Employee assistance programs

Rotation programs

Mentor relationships

Job summary

Motorola Solutions in Vancouver, Canada seeks a Technical Support Engineer (TSEP) to act as a senior escalation point for Video Security and Access Control products. You will investigate complex software, hardware, and networking issues, mentor frontline agents, and collaborate with Product and Engineering to drive fixes and improve support processes.

The role requires 5+ years in IT/Tech support, strong troubleshooting, and the ability to lead technical swarms.

Qualifications

• Bachelor's Degree in Computer Science, Engineering, or a relevant software/computer-related field.
• Deep understanding of IP networking integrations (RTP, TCP/IP, IGMP), VMS, scripting, and diagnostic tools (Wireshark, PowerShell, Dell iDRAC, HP iLO).
• Certifications (CCNA, CCNP, CompTIA A+, etc.) valued.
• 5+ years of relevant IT/Tech support experience (senior technical support, TAM, or escalation).
• Excellent written and verbal communication; ability to coach support agents and author technical docs.
• Hybrid office environment with occasional weekend on-call requirements.
• Track record of systematic troubleshooting, leading swarms, and cross-functional collaboration with Engineering, Product, and Sales.

Responsibilities

• Provide advanced technical escalation support for Video Security and Access Control products.
• Lead and participate in technical swarms for high-impact cases.
• Collaborate with Product and Engineering to communicate use cases and drive quality improvements.
• Mentor and coach Support Specialists during investigations.
• Create concise knowledge notes and reusable documentation.
• Review complex cases to identify next steps and ensure proper diagnostics.
• Identify recurring defects and drive workflow improvements.
• Maintain deep technical proficiency across networking, OS, and diagnostic tools.
• Manage workloads in a hybrid office environment and participate in on-call rotations.

Skills

IP networking

Wireshark

PowerShell

Dell iDRAC

HP iLO

Technical leadership

Mentorship

Cross-functional collaboration

Troubleshooting

On-call readiness

Education

Bachelor's Degree in Computer Science or Engineering

Tools

Wireshark

PowerShell

Dell iDRAC

HP iLO

Job description

• 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


• 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


• The Technical Support Engineer or 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


• 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

Benefits

• Flexible work models


• Paid time off


• Paid parental and family leave


• Health care benefits


• Global wellness resources


• Employee assistance programs


• Rotation programs


• Mentor relationships


• Learning and development opportunities


• Retirement benefits


• Employee bonuses


• Stock grants & employee stock purchase plans

Bachelor’s Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer-related fieldTechnical Expertise & Tooling: Deep understanding of IP networking integrations (RTP, TCP/IP, IGMP), VMS (Video Management Systems), scripting, and diagnostic tools (Wireshark, PowerShell, Dell iDRAC, HP iLO); relevant certifications (CCNA, CCNP, CompTIA A+, etc.) are highly valued5+ years of relevant experience in an IT/Tech support environment (including senior technical support, technical account management, or escalation management)Communication & Mentorship: Exceptional written and verbal communication skills with the proven ability to translate complex technical concepts for diverse audiences, coach support agents, and author technical documentationOperational Requirements: Ability to work in a hybrid office environment (twice per week) and handle weekend on-call shifts as requiredTroubleshooting & Swarming: Demonstrated track record of systematic technical troubleshooting, leading technical swarms, and collaborating cross-functionally with Engineering, Product, and Sales teams