Senior Technical Support Engineer: Escalations & Leadership

motorolasolutions; 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

10 Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions seeks a Technical Support Engineer / TSEP to act as a senior technical resource for the Video Security and Access Control portfolio. You will guide complex investigations, mentor teammates, and coordinate cross-functional actions with Sales, Product, and Engineering to accelerate resolutions.

The role requires collaboration across teams, on-call duties on a hybrid schedule, and compliance with CJIS security standards.

Qualifications

• 5+ years in IT/Tech support environment (senior technical support, technical account management, or escalation management).
• Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a related field.
• Technical expertise in IP networking (RTP, TCP/IP, IGMP), VMS, scripting, and diagnostic tools (Wireshark, PowerShell, Dell iDRAC, HP iLO).

Responsibilities

• Serve as primary escalation point for Support Specialists handling complex software, hardware, networking, and VMS issues.
• Lead and participate in technical swarms for high-impact cases with clear hypotheses and coordinated actions.
• Collaborate with Product and Engineering to communicate use cases, flag defects, validate fixes, and improve product quality.
• Provide real-time mentorship to Support Specialists during investigations and share best practices.

Skills

Senior technical support

Escalation management

IP networking

VMS (Video Management Systems)

Wireshark

PowerShell

Dell iDRAC

HP iLO

Cross-functional collaboration

Education

Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a related field

Tools

Wireshark

PowerShell

Dell iDRAC

HP iLO

VMS tooling

Job description

Motorola Solutions seeks a Technical Support Engineer / TSEP to act as a senior technical resource for the Video Security and Access Control portfolio. You will guide complex investigations, mentor teammates, and coordinate cross-functional actions with Sales, Product, and Engineering to accelerate resolutions.

The role requires collaboration across teams, on-call duties on a hybrid schedule, and compliance with CJIS security standards.