Ecosystem Support Specialist (Hybrid)

Motorola Solutions; Phoenix (AZ); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Job summary

Motorola Solutions in Phoenix seeks an Ecosystem Support Specialist to bridge users, engineering, and product teams, delivering an Assisted Experience. You will analyze incidents, escalate when needed, and document resolutions while targeting high CSAT and adherence to SLAs.

You will mentor teammates, craft knowledge-base entries, and stay current with software features to strengthen the support ecosystem. This role requires CJIS security awareness and a background check, with hybrid work

Qualifications

• High School Diploma or GED required; CJIS compliance is a plus.
• Minimum 2+ years in a help desk or similar environment.
• Must be able to obtain government background clearance.
• US work authorization without visa sponsorship.

Responsibilities

• Collaborate across Support, Product, and Engineering to analyze incidents and track outages.
• Document technical resolutions and communicate them clearly in ticketing systems.
• Mentor peers and help ensure service continuity and SLA adherence.

Skills

Customer-focused communication

Incident management

Cross-functional collaboration

Mentoring teammates

Problem solving

Education

High School Diploma or GED

Tools

Active Directory

Windows OS

DNS & Networking basics

Virtualization software

Case-tracking software

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

Safety and security are at the heart of everything we do at Motorola Solutions. Within the CommandCentral Customer Support Team, we focus on delivering the crucial connections and insights required to keep vital systems running smoothly. We build and connect technologies to help protect people, property and places, ensuring our customers have "Solving for safer" capabilities in every moment they serve.

Job Description

Everything starts with our people. As an Ecosystem Support Specialist, you are a vital link within a close-knit community focused on delivering a premier "Assisted Experience". This role actively advocates for our customers, bridging the gap between users, engineering, and product development. We prioritize an inclusive, supportive environment where you can grow your tech career while contributing to real-world outcomes.

Key Responsibilities

Cross-Functional Collaboration

• Manage relationships and collaboration across Support, Product Management, and Engineering groups to analyze incidents, investigate escalations, and track system outages to locate root causes
• Drive documentation and communication of technical resolutions within corporate case-tracking software tools
• Support cross-department updates to help ensure internal teams remain fully synchronized with incoming operational changes

Knowledge Ecosystem Cultivation

• Author critical technical knowledge base entries to serve as an official job aid and educational repository
• Expand team capabilities by continuously absorbing advanced software features and technical insights
• Share immediate product release notes and feature enhancements across the wider support framework

Customer Experience Excellence

• Provide an exceptional customer experience across voice, email, and live chat workflows
• Participate in an after-hours on-call shift rotation to satisfy strict SLA obligations
• Mentor engineering teammates through formal and informal system training programs to help ensure service continuity

Job Requirements

Technical Expertise

• Application Troubleshooting to isolate faults in complex hardware, networking components, and third- party software integrations
• Operating Systems knowledge including Microsoft Windows, Active Directory structures, and virtualization software configurations
• Network Services comprehension involving DNS records, IP addressing schemes, HOSTS routing, and basic diagnostic protocols (A+ or Network+ certifications valued)

Professional Experience

• Workload Optimization to structure daily queues, prioritize incoming incident responses, and execute accurate milestone evaluations under tight timelines
• Innovative Technology Adoption including experience applying AI prompting workflows to scale human performance and efficiency
• Customer Retention techniques with a focus on upholding exceptional Net Promoter Scores (NPS) and stabilizing client partnerships

Preferred Qualifications

• Prior experience working directly with Motorola Solutions SaaS architectures such as Flex or Vesta CAD dispatch systems
• Background operating within emergency call handling environments or public safety dispatcher environments

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Target Base Salary Range: $65,000- $70,0000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-DB1

#LI-Hybrid

Basic Requirements

• Minimum of High School Diploma or GED
• 2+ years' experience working in a help desk related environment
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits Include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

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.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.