Technical Customer Support (US Remote)

Motorola Solutions; Illinois; On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Bonus plans

Medical benefits

401K match

Paid holidays

Paid time off

Stock purchase plan

Parental leave

Job summary

Motorola Solutions seeks a Technical Support Specialist to troubleshoot sophisticated public safety application suites and drive customer success. You will work across engineering, product and support teams to resolve incidents and ensure configurations meet operational goals.

Join a human‑centred, inclusive environment and participate in on‑call rotations for mission‑critical systems. Requirements include a Bachelor’s degree and 3+ years in technical customer support, with CJIS policy

Qualifications

• Bachelor's degree required.
• 3+ years of technical customer support experience.
• Ability to obtain government background clearance.
• Authorized to work in the U.S. without sponsorship.
• CJIS Security Policy compliance experience or familiarity.

Responsibilities

• Resolve software incidents by identifying the root cause.
• Gather data to assist engineering with fixes and defect classification.
• Implement configuration workflows to align customer settings with operations.
• Collaborate across Support, Product, Engineering and Customer Success.
• Participate in on-call rotations for mission‑critical systems.

Skills

MS SQL Server

Windows Server

Network infrastructure

Technical communication

Ticketing systems

Autonomy

Education

Bachelor's degree

Tools

PremierOne

RMS

F5

Fortigate

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

Safety and security are at the heart of everything we do at Motorola Solutions. The Managed and Support Services team delivers an "always‑on" rigor to keep software ecosystems operational and optimized. We focus our human energy on "Solving for safer" by maintaining the software lifelines that public safety agencies trust to connect those in need with those who can help.

Job Description

At Motorola Solutions, everything starts with our people. We invite you to join a close‑knit community focused on real‑world projects with real‑world impact. As a Technical Support Specialist, you will champion customer success by troubleshooting sophisticated application suites that support public safety operations. We foster an inclusive, human‑centric environment where your technical prowess acts as a cognitive shortcut, delivering clarity to our partners in the moments that matter.

Key Responsibilities

Incident Resolution

• Resolve software problems by identifying the root cause of reported public safety application incidents
• Gather precise application data to assist Engineering teams with code fixes and defect classification
• Implement configuration workflows that help to ensure customer technical configurations align with their operational goals

Ecosystem Collaboration

• Work dynamically across Support, Product Management, Engineering, and Customer Success groups
• Analyze customer relationships across internal departments to deliver a collaborative approach to application maintenance
• Participate in an on‑call rotational schedule to provide support for mission‑critical software systems during off‑hours

Job Requirements

Technical Expertise

• MS SQL Server to analyze relational database performance and isolate environmental defects
• MS Windows Server to manage configuration deployment and host operating system troubleshooting
• Network Infrastructure to oversee firewall, router, and basic networking configurations

Professional Experience

• Technical Communication to translate complex software investigations into clear, user‑focused resolution paths
• Ticketing Systems to manage case lifecycle tracking from initial contact to deployment verification
• Autonomy to perform effectively as an independent resource within high‑stakes, time‑sensitive settings

Preferred Qualifications

• Previous knowledge of the PremierOne Application Suite is a plus
• Experience with public safety records management systems (RMS)
• Familiarity with F5 or Fortigate networking components

This position is subject to working in high security areas governed by the US Department of Justice’s "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Salary

Target Base Salary Range: $110,000 – $120,000. Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job‑related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• Bachelor’s Degree
• 3+ years of technical customer support experience
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.