Customer Support Engineer
Motorola Solutions, Inc.
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Benefits offered by this job
Job summary
Motorola Solutions, Inc. is seeking a Customer Support Engineer in Cambridge to provide first-line technical support for CRFS RFeye systems. You will troubleshoot hardware, software, and integrated deployments while engaging customers and partners worldwide.
The role requires hands-on problem solving, strong communication, and collaboration with Engineering and Product teams to capture feedback, drive fixes, and improve documentation. Occasional travel to client sites is expected.
Qualifications
- Solid foundation in RF principles and common signal modulation methods.
- Knowledge of basic networking principles, topologies, and troubleshooting methods.
- Familiarity with Linux operating environments and basic command-line usage.
- Structured approach to diagnosing system issues and performing root-cause analysis.
- Curiosity and hands-on tinkering with hardware or software projects.
Responsibilities
- Serve as the first-line technical contact for global customers and partners via the ticketing system.
- Deliver support across RFeye product ecosystem (hardware, software, and integrated systems).
- Investigate and diagnose issues spanning RF sensors, spectrum monitoring software, networks, and configurations.
- Facilitate remote debugging sessions and technical workshops to resolve roadblocks.
- Log, track, and escalate issues with comprehensive context and data.
Skills
Education
Job description
The Customer Support Engineer provides first-line technical support for CRFS products, championing global customers and channel partners. This role blends hands-on engineering problem-solving, proactive customer engagement, and cross-functional collaboration to deliver timely, high-quality technical assistance for mission-critical RF spectrum monitoring systems. Acting as a pivotal interface between our external users and internal engineering and product teams, this position ensures customer issues, technical feedback, and feature requests are accurately captured, analyzed, and progressed., Customer Support & Issue Resolution
- Primary Contact: Serve as the first-line technical point of contact for global customers and partners via the support ticketing system.
- System Triage: Deliver comprehensive support across the RFeye product ecosystem, including hardware, software, and integrated systems.
- Technical Diagnosis: Investigate and diagnose complex issues spanning RF sensors, spectrum monitoring software, network topologies, and system configurations.
- Live Troubleshooting: Facilitate remote debug sessions and technical workshops to resolve active customer roadblocks.
- Customer Care: Maintain professional, empathetic, and clear communication under pressure, aligning with a first-response target of 24 hours.
- Process Adherence: Follow established Customer Support procedures while proactively identifying operational areas that require clarification or improvement.
- License Management: Generate, track, and securely store digital licenses for RFeye software products.
- RMA Tracking: Log and track customer Return Merchandise Authorizations (RMAs) in alignment with internal supply chain workflows.
- Data Integrity: Ensure all support interactions, troubleshooting steps, and resolutions are precisely documented within the designated business systems.
- Escalation Path: Escalate unresolved technical issues to higher-tier engineering teams, providing comprehensive context, log analysis, and reproducible data.
- Voice of the Customer: Log, track, and internally champion customer-requested software features and bug fixes.
- Cross-Functional Alignment: Partner closely with Field Application Engineers (FAEs), Development, and Test teams to accelerate complex issue resolution.
- Product Optimisation: Provide actionable feedback to product teams regarding recurring software bugs, system usability gaps, or documentation shortcomings.
- Knowledge Creation: Create and maintain customer-facing application notes, technical "how-to" guides, and reference documentation.
- Continuous Improvement: Review user documentation regularly to identify gaps, propose technical updates, and build out internal knowledge bases for the team.
- Field Support: Travel occasionally to customer or partner sites to support unique system deployments or advanced troubleshooting initiatives. Effective Communication: Demonstrates exceptional written and verbal communication skills, with an ability to translate complex RF and networking issues into clear client updates. Inquisitive Mindset: Possesses a natural curiosity and enthusiasm for learning specialized hardware, software, and radio frequency concepts. Structured Problem Solving: Applies strong analytical thinking to replicate customer environments and execute root-cause analysis. Customer Advocacy: Takes personal ownership of incoming issues from initial logging through to successful resolution. Collaboration & Flexibility: Thrives in a dynamic, fast-paced team environment, adapting seamlessly to changing priorities and shifting technical scenarios. Attention to Detail: Maintains a high level of professionalism, reliability, and precision when logging technical data and handling configurations.
- A university degree in Engineering, Physics, Computer Science, or a related scientific discipline (or equivalent practical, hands-on experience).
- RF Fundamentals: A solid foundational understanding of Radio Frequency (RF) principles and common signal modulation methods.
- Networking Concepts: Knowledge of basic networking principles, topologies, and troubleshooting/configuration methods.
- Linux Operating Systems: Familiarity with Linux operating environments, including basic command-line navigation and log retrieval.
- Problem-Solving Mindset: A practical, logical approach to diagnosing system issues and executing root-cause analysis.
- Technical Curiosity: An inherent passion for technology, often demonstrated through personal tinkering, hobbyist electronics, or building/configuring hardware platforms (e.g., Raspberry Pi, home networking setups, or amateur radio).
- RF Geolocation: Awareness of direction finding and geolocation concepts, such as Angle of Arrival (AoA) and Time Difference of Arrival (TDoA).
- RF Instrumentation: Exposure to spectrum analyzers, signal identification software, or RF monitoring tools.
- Customer Support: Previous experience in a technical helpdesk, customer-facing support engineering, or field services role.
Under 10%
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.
At CRFS (A Motorola Solutions Company), we create the world's most advanced technology for monitoring the radio spectrum. We are looking for a highly capable, hands-on Customer Support Engineer to join our team in Cambridge and serve as a vital technical link for systems that keep people safer everywhere. In this role, you will combine engineering problem-solving and proactive customer advocacy to ensure our global clients and partners get the absolute most out of our mission-critical RF spectrum monitoring systems, Motorola Solutions UK Limited 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.
In return for your expertise, we'll support you in this new challenge with coaching & development every step of the way.
- Competitive salary and bonus schemes
- Two weeks additional pay per year (holiday bonus).
- 25 days holiday entitlement + bank holidays.
- Attractive defined contribution pension scheme.
- Private medical insurance.
- Employee stock purchase plan.
- Flexible working options.
- Life assurance.
- Enhanced maternity and paternity pay.
- Career development support and wide ranging learning opportunities.
- Employee health and wellbeing support EAP, wellbeing guidance etc.
- Carbon neutral initiatives/goals.
- Corporate social responsibility initiatives including support for volunteering days.
- Well known companies discount scheme.
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