Senior Technical Escalation Engineer — Hybrid & Cross-Team Impact

Motorola Solutions; Town of Texas (WI); Hybrid; USD 59,000 - 95,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Generous Paid Time Off

Job summary

Motorola Solutions seeks a Technical Support Engineer (TSEP) to act as a senior escalation point for Video Security and Access Control products. You will guide complex investigations, mentor support specialists, and collaborate with Product and Engineering to improve quality and response times.

The role requires deep technical expertise in networking, VMS, and diagnostics, with hybrid office expectations and CJIS security policy familiarity.

Qualifications

• 5+ years of relevant experience in IT/Tech support or escalation management.
• Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a related field.
• Certifications in networking or IT (e.g., CCNA/CCNP/CompTIA A+) are valued.
• Proven ability to troubleshoot complex software, hardware, and networking issues.

Responsibilities

• Serve as primary technical escalation point for complex issues across hardware, software, and VMS.
• Lead technical swarms and coordinate cross-functional troubleshooting with engineering, product, and sales teams.
• Collaborate with Product and Engineering to surface defects and validate fixes or workarounds.
• Mentor Support Specialists and share best practices for diagnostics and resolutions.
• Document findings into knowledge base articles and reusable troubleshooting content.
• Review and guide on complex cases, ensuring proper evidence and ownership by agents.
• Identify recurring defects and contribute to process improvements and efficiency.

Skills

Troubleshooting

Swarming

Communication

Mentorship

Knowledge Management

Case Guidance

Technical Leadership

Hybrid Work Experience

CJIS Policy Familiarity

Education

Bachelor's Degree or Diploma/Certificate in Computer Science or Engineering

Tools

IP Networking (RTP, TCP/IP, IGMP)

Video Management Systems (VMS)

Wireshark

PowerShell

Dell iDRAC

HP iLO

CCNA

CCNP

CompTIA A+

Job description

Motorola Solutions seeks a Technical Support Engineer (TSEP) to act as a senior escalation point for Video Security and Access Control products. You will guide complex investigations, mentor support specialists, and collaborate with Product and Engineering to improve quality and response times.

The role requires deep technical expertise in networking, VMS, and diagnostics, with hybrid office expectations and CJIS security policy familiarity.