Senior Technical Support Engineer - Remote Escalation Lead

Motorola Solutions; Dallas (TX); Hybride; USD 59 000 - 95 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

Motorola Solutions is seeking a Technical Support Engineer to serve as a high-level resource for video security and access control products. You will lead complex investigations, mentor junior staff, and collaborate with Sales, Product, and Engineering to accelerate resolutions and improve product quality.

The role requires strong IP networking and VMS expertise, experience with debugging tools like Wireshark and PowerShell, and the ability to work in a hybrid office environment with on-call

Qualifications

• 5+ years of IT/tech support experience (senior technical support, technical account management, or escalation management).
• Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or related field.
• Deep understanding of IP networking integrations (RTP, TCP/IP, IGMP), VMS, scripting, and diagnostic tools (Wireshark, PowerShell, Dell iDRAC, HP iLO).
• Certifications (CCNA, CCNP, CompTIA A+, etc.) are highly valued.
• Demonstrated ability to troubleshoot, lead swarms, and collaborate with Engineering, Product, and Sales teams.
• Ability to work in a hybrid office environment (twice per week) and handle weekend on-call shifts.

Responsabilités

• Serve as primary technical escalation point for Support Specialists; investigate and resolve complex software, hardware, networking, and VMS issues.
• Lead and participate in technical swarms for high-impact cases, coordinating actions with multiple specialists.
• Collaborate with Product and Engineering to communicate use cases, flag defects, and validate fixes or workarounds.
• Provide real-time coaching and mentorship to Support Specialists during investigations.
• Create concise case notes, known-issues, and KB content via Knowledge Centered Service (KCS).
• Review complex cases to identify forward paths, ensure proper diagnostic evidence is collected.
• Analyze issue trends to surface defects and drive process improvements.
• Maintain deep technical proficiency across IP networking, OS, and diagnostic tools; support hybrid/onsite operations.

Connaissances

IP networking

Wireshark

PowerShell

Dell iDRAC

HP iLO

VMS

Troubleshooting

Swarming

Communication

Mentorship

Formation

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

Outils

Wireshark

PowerShell

Dell iDRAC

HP iLO

Description du poste

Motorola Solutions is seeking a Technical Support Engineer to serve as a high-level resource for video security and access control products. You will lead complex investigations, mentor junior staff, and collaborate with Sales, Product, and Engineering to accelerate resolutions and improve product quality.

The role requires strong IP networking and VMS expertise, experience with debugging tools like Wireshark and PowerShell, and the ability to work in a hybrid office environment with on-call