Customer Support Engineer

Motorola Solutions; Cambridge; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Bonus schemes

Holiday entitlement

Pension scheme

Private medical insurance

Employee stock plan

Flexible working

Life assurance

Parental leave pay

Career development

Wellbeing support

Discount scheme

Job summary

Motorola Solutions is seeking a Customer Support Engineer in Cambridge to deliver expert technical support for RFeye systems. You will triage hardware, software, and network components, diagnose complex issues, and lead remote sessions to restore operations quickly.

Ideal candidates have a university degree in a technical field, strong RF knowledge, Linux familiarity, and a proactive problem-solving mindset.

Qualifications

• University degree in Engineering, Physics, Computer Science or related discipline (or equivalent practical experience).
• Solid RF fundamentals and understanding of signal modulation.
• Knowledge of basic networking principles and troubleshooting methods.
• Familiarity with Linux command-line and log retrieval.
• Strong problem-solving approach to diagnosing system issues.
• Curiosity for technology, with hands-on hardware tinkering.

Responsibilities

• Serve as the first-line technical contact for global customers via ticketing system.
• Provide triage across RFeye products—hardware, software, and integrated systems.
• Diagnose and troubleshoot RF sensors, software, networks, and configurations.
• Lead remote debugging sessions and technical workshops with customers.
• Maintain professional communication and meet 24-hour first-response targets.
• Escalate unresolved issues to higher-tier engineering with context and logs.
• Document troubleshooting steps and resolutions in company systems.
• Create customer-facing notes and reference guides; contribute to knowledge bases.

Skills

RF fundamentals

Networking concepts

Linux operating systems

Problem-solving mindset

Technical curiosity

Education

Engineering / Physics / CS degree or equivalent

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 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.

Key Responsibilities

• 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.

Expected Competencies and Behaviours

• 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.

Basic Requirements

Essential Qualifications and Technical Skills

• Education & Experience: 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).

Desirable / Beneficial Knowledge

• 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.

Benefits

• 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

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.

Learn more at www.motorolasolutions.com.