Senior Technical Support Engineer Escalation Lead (Hybrid)

Motorola Solutions; Chicago (IL); Hybrid; USD 59,000 - 95,000; 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 Chicago, IL is seeking a Senior Technical Support Engineer (TSEP) to serve as a high-level technical resource bridging frontline support and engineering for the Video Security and Access Control portfolio.

You will lead complex investigations, mentor teammates, and collaborate with Product and Engineering to drive product quality improvements, while supporting a hybrid work model and CJIS security requirements.

Qualifications

• 5+ years in IT/Tech support or escalation management.
• Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or related field.
• Deep understanding of IP networking (RTP, TCP/IP, IGMP), VMS, scripting, and diagnostic tools (Wireshark, PowerShell, Dell iDRAC, HP iLO).
• Certs (CCNA, CCNP, CompTIA A+) valued.
• Experience leading technical swarms and cross-functional collaboration.

Responsibilities

• Serve as primary escalation point for complex software/hardware/networking/VMS issues.
• Lead technical swarms and coordinate troubleshooting actions.
• Collaborate with Product and Engineering to reproduce defects and validate fixes.
• Mentor Support Specialists and share best practices; build knowledge base.
• Identify trends and drive improvements in support workflows.

Skills

IP Networking

VMS

Scripting

Wireshark

PowerShell

Dell iDRAC

HP iLO

CCNA

CCNP

CompTIA A+

Education

Bachelor's Degree in CS/Engineering

Tools

Wireshark

PowerShell

Dell iDRAC

HP iLO

Job description

Motorola Solutions in Chicago, IL is seeking a Senior Technical Support Engineer (TSEP) to serve as a high-level technical resource bridging frontline support and engineering for the Video Security and Access Control portfolio.

You will lead complex investigations, mentor teammates, and collaborate with Product and Engineering to drive product quality improvements, while supporting a hybrid work model and CJIS security requirements.