Ecosystem Support Specialist (Hybrid)

Motorola Solutions; Westminster (CO); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Generous PTO

Employee Stock Purchase Plan

Parental & Family Leave

Job summary

Motorola Solutions is hiring an Ecosystem Support Specialist to bridge users, engineering, and product teams. You will advocate for customers and help ensure rapid resolution through documented steps and knowledge sharing.

You will contribute to a cross-functional support ecosystem, handle after-hours on-call rotations, and drive improvements in how incidents are managed and communicated across the organization.

Qualifications

• Minimum of High School Diploma or GED.
• 2+ years of help desk experience or equivalent.
• Ability to obtain background clearance per CJIS policy.
• Authorized to work in the U.S. without sponsorship.

Responsibilities

• Collaborate with Support, Product Management and Engineering to analyze incidents.
• Investigate escalations and track outages to locate root causes.
• Document technical resolutions in case-tracking systems.
• Provide exceptional customer experience via voice, email, and chat.
• Participate in after-hours on-call rotations to meet SLAs.

Skills

Customer service

Incident analysis

Troubleshooting

Cross-functional collaboration

Documentation

Education

High School Diploma or GED

Tools

Windows OS

Active Directory

Virtualization

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 OverviewSafety 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 DescriptionEverything 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 CollaborationManage relationships and collaboration across Support, Product Management, and Engineering groups to analyze incidents, investigate escalations, and track system outages to locate root causesDrive documentation and communication of technical resolutions within corporate case-tracking software toolsSupport cross-department updates to help ensure internal teams remain fully synchronized with incoming operational changesKnowledge Ecosystem CultivationAuthor critical technical knowledge base entries to serve as an official job aid and educational repositoryExpand team capabilities by continuously absorbing advanced software features and technical insightsShare immediate product release notes and feature enhancements across the wider support frameworkCustomer Experience ExcellenceProvide an exceptional customer experience across voice, email, and live chat workflowsParticipate in an after-hours on-call shift rotation to satisfy strict SLA obligationsMentor engineering teammates through formal and informal system training programs to help ensure service continuityJob Requirements:Technical ExpertiseApplication Troubleshooting to isolate faults in complex hardware, networking components, and third-party software integrationsOperating Systems knowledge including Microsoft Windows, Active Directory structures, and virtualization software configurationsNetwork Services comprehension involving DNS records, IP addressing schemes, HOSTS routing, and basic diagnostic protocols (A+ or Network+ certifications valued)Professional ExperienceWorkload Optimization to structure daily queues, prioritize incoming incident responses, and execute accurate milestone evaluations under tight timelinesInnovative Technology Adoption including experience applying AI prompting workflows to scale human performance and efficiencyCustomer Retention techniques with a focus on upholding exceptional Net Promoter Scores (NPS) and stabilizing client partnershipsPreferred QualificationsPrior experience working directly with Motorola Solutions SaaS architectures such as Flex or Vesta CAD dispatch systemsBackground operating within emergency call handling environments or public safety dispatcher environmentsThis 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. customersTarget Base Salary Range: $65,000- $70,0000Consistent 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-HybridBasic RequirementsMinimum of High School Diploma or GED2+ years’ experience working in a help desk related environmentMust be able to obtain background clearance as required by government customerLegal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesOur U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO 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.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.