Senior Technical Support Engineer – Escalations

Motorola Solutions

United States

Hybrid

USD 90,000 - 130,000

Full time

4 days ago

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Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking a Technical Support Engineer (TSEP) to act as a high‑level technical resource for Video Security and Access Control products. You will lead advanced investigations, mentor teammates, and partner with Product and Engineering to drive quality.

In a hybrid office environment, you will handle complex cases, propose fixes, and contribute to knowledge sharing. Prior experience in IT/Tech support and strong networking skills are essential for success.

Qualifications

Bachelor's degree or diploma/certificate in CS, Engineering, or related field.
5+ years of IT/Tech support experience including senior or escalation roles.
Strong understanding of IP networking (RTP, TCP/IP, IGMP) and VMS.
Experience leading technical swarms and cross-functional collaboration.

Responsibilities

Serve as primary technical escalation point for complex software, hardware, and VMS issues.
Lead technical swarms and coordinate troubleshooting with specialists.
Collaborate with Product and Engineering to flag defects and validate fixes.
Provide coaching and mentorship to Support Specialists during investigations.
Create concise knowledge base content from escalation findings.
Review complex cases to guide path forward and preserve ownership.
Identify recurring defects and drive workflow improvements.
Maintain deep technical expertise across networking, OS, and diagnostic tools.