Software Systems Technical Support

Motorola Solutions; Oregon; Hybrid; USD 65,000 - 90,000; 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 Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking a detail-oriented Software Systems Support Specialist to join our technical operations team in the US. You will install, maintain, and troubleshoot our software systems, acting as the bridge between end-users and development teams.

Ideal candidates have strong root-cause analysis skills and experience with OS, databases, and software workflows. Responsibilities include handling tickets via Jira/ServiceNow/Zendesk, supporting deployments, and documenting procedures.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1–3 years of experience in technical support, application support, or IT system support roles.
• Strong root-cause analysis and communication skills; customer-first mindset.

Responsibilities

• Diagnose, reproduce, and resolve issues related to application software and operating systems.
• Manage inbound support requests using Jira, ServiceNow, or Zendesk, prioritizing by impact and SLAs.
• Support routine software deployments, patches, and system configuration updates.
• Collaborate with engineers and vendors for Tier 2/3 resolutions.
• Assist end-users with access, permissions, and feature guidance.
• Create and maintain internal knowledge bases and SOPs.

Skills

Operating Systems

SQL queries

Networking basics

Issue tracking

Customer-focused support

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Jira

ServiceNow

Zendesk

Job description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

NYC 9-1-1 Next Gen Call Handling SupportJob Description

Software Systems Support Specialist

We are seeking a detail-oriented and analytical

to join our technical operations team. In this role, you will be responsible for installing, maintaining, and troubleshooting our suite of software systems and applications. You will serve as the technical bridge between end-users and our development teams, diagnosing application errors, assisting with software deployments, and maintaining system documentation.

The ideal candidate possesses strong root-cause analysis skills, a customer-first mindset, and hands‑on experience navigating operating systems, databases, and software workflows.

Core Responsibilities

• Application Troubleshooting:
• Diagnose, reproduce, and resolve technical issues related to application software, operating systems, and integrations.
• Ticket Management:
• Monitor and manage inbound support requests via a ticketing system (e.g., Jira, ServiceNow, Zendesk), prioritizing issues based on business impact and meeting SLAs.
• System Maintenance & Deployment:
• Support routine software deployments, patch installations, system configuration updates, and application testing.
• Escalation & Vendor Liaison:
• Isolate application bugs and collaborate with software engineers, QA teams, or third-party vendors for Tier 2/3 resolutions.
• User Support & Onboarding:
• Assist end-users with application access, configuration, account permissions, and feature guidance.
• Documentation:
• Create and maintain internal knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs).

Required Skills & Qualifications

Technical Competencies

• Operating Systems:
• Proficiency in Windows OS, Linux/Unix environments, or macOS depending on company stack.
• Databases:
• Basic to intermediate knowledge of SQL (ability to write queries to inspect data, trace bugs, or verify reports).
• Networking & Web Concepts:
• Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture.
• Tools:
• Experience using issue-tracking software (e.g., Jira) and log-analysis tools.

Soft Skills

• Problem-Solving:
• Strong analytical capability to dissect complex technical behavior and identify root causes.
• Communication:
• Ability to explain complex technical issues clearly to non-technical stakeholders and write detailed technical notes for engineers.
• Adaptability:
• Ability to prioritize competing demands in a fast-paced environment.

Education & Experience

Education:

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience/certifications).

Experience:

1–3 years of experience in technical support, application support, or IT system support roles.

Preferred Certifications (Bonus):

CompTIA A+ / Network+ / Security+ITIL FoundationMicrosoft Certified: Fundamentals / AWS Certified Cloud Practitioner

Basic Requirements

Bachelor's degree in Information Technology, Computer Science, OR related field (or equivalent experience)1–3 years of experience in technical support, application support, or IT system support roles.

Travel Requirements Under 10%Relocation Provided NonePosition Type ExperiencedReferral Payment Plan No

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.