Technical Support Specialist

Motorola Solutions; Lisboa; Hybrid; EUR 32,000 - 52,000; Full time

Job summary

Motorola Solutions is hiring a Hybrid Technical Support Engineer for its Video Security & Access Control platforms in Portugal. You will troubleshoot complex hardware and software issues, communicate with customers clearly, and document all interactions in the CRM system.

The role requires strong networking knowledge, a customer-focused mindset, and the ability to work in a fast-evolving product environment. Some after-hours support and travel up to 25% may be required.

Qualifications

• Fluency in English with excellent communication to explain technical problems clearly.
• Strong problem-solving and analytical skills.
• Experience with networking concepts and OS/software/hardware troubleshooting.

Responsibilities

• Troubleshoot and resolve hardware/software issues via phone, live-chat, and email.
• Document cases clearly in the CRM system and manage workflows.
• Provide after-hours or weekend support as needed and adapt to rotating schedules.

Skills

Fluent English

TCP/IP networking

Customer support

Troubleshooting

Remote support

Education

Computer Science degree or related

CCNA/CompTIA A+ or similar

Job description

Company OverviewAt 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 OverviewMotorola Solutions Video Security & Access Control division is hiring a Hybrid Technical Support Engineer for its industry-leading, disruptive Cloud Video & Access Control platforms.Reporting to a Technical Support Manager, the Technical Support Engineer ensures critical customer issues are resolved quickly and accurately. Success in this role will be defined by: a strong customer-oriented mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.Job DescriptionKey responsibilities:Troubleshoot and resolve complex hardware and software issues over the phone, live-chat, and email, using remote sessions and diagnostic tools.Maintain deep product knowledge a cross a quickly evolving product line.Document all customer and technical information concisely in a case management system.Prioritize tasks effectively to manage incoming contacts and existing cases.Occasionally provide after-hours/weekend support on call.Accommodate Tuesday-Saturday or Wednesday-Sunday working schedule if neededBasic RequirementsEssential skills & requirements:Strong problem-solving and analytical skills with a proven ability to diagnose and replicate technical issues (including reviewing basic logs and network data).Fluency in English (written and oral) with excellent communication skills to explain complex technical problems clearly to all customers.Working knowledge of TCP/IP networking concepts, operating systems, software, and hardware installation/troubleshooting.Self-starter who can work independently and is dedicated to continuous technical learning.Ability to manage pressure and customer expectations while troubleshooting critical issues.Nice to haves:Experience in Video Security, Access Control, Video Conferencing, Cloud Software, or enterprise hardware support.Relevant Degree/Diploma (e.g., Computer Science) or Technical Certifications (CCNA, CompTIA A+, etc.).Experience with CRM systems.Preferable:Some relevant technical experience in any of the following business areas - Video Security, Analytics, Access Control, Telecommunication, Video Conferencing, Cloud software or Enterprise hardware supportTravel Requirements10-25%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesCompanyMotorola Solutions Portugal, LdaEEO StatementMotorola 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.