Technical Support Technician (Hybrid)

Motorola Solutions; Kentucky; Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Job summary

Motorola Solutions is hiring a Senior Technical Support Engineer for a remote US-based role. You will configure and support complex hardware and software deployments in public safety environments, providing expert remediation of critical issues.

The role demands nights, weekends, on-call rotations, and collaboration with cross-functional teams to keep public safety networks running smoothly. A Bachelor's degree or equivalent experience is welcomed, with opportunities to grow within a global

Qualifications

• Bachelor's degree or 3+ years of relevant experience.
• Must be able to obtain background clearance as required by government customers.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Responsibilities

• Configure and support complex hardware and software systems deployed in public safety customer environments.
• Resolve highly critical customer issues received via phone, email, and web portal with outstanding professionalism.
• Collaborate across technical groups to streamline workflows and deliver rapid, high-quality resolutions.
• Troubleshoot and analyze intricate system-level software, networking, and third-party components.
• Identify root causes of application failures and implement corrective measures to prevent recurrences.
• Maintain continuous operational availability of local and remote customer implementations.
• Work effectively as a self-directed technical resource and as a highly collaborative team member.
• Share domain knowledge regarding application behavior and database performance with internal engineering groups.
• Participate in a rotational off-hours on-call schedule to support emergency system restoration.

Skills

Technical skills

Troubleshooting

Problem solving

Client engagement

On-call rotation

Cross-functional work

Education

Bachelor's degree or 3+ years experience

Tools

MS SQL Server

MS Windows Server

PremierOne Application Suite

F5 Load Balancers

Fortigate firewalls

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

CMSO Software Enterprise Technical Support is a group that delivers solutions to the public safety sector. The group is committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. As part of this team, the PremierOne Support team deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

Job Description

The hours for this position include nights, weekends, and holidays. This role also has an On Call responsibility.

At Motorola Solutions, everything starts with our people. We help people be their best in the moments that matter. As a Senior Technical Support Engineer, you will work in a people-first culture to support and configure critical hardware and software implementations for our customers. This position is a remote role in the United States and serves as a vital technical touchpoint. Because public safety never sleeps, the hours for this position include nights, weekends, and holidays, alongside a rotational on-call responsibility to help ensure support is always active. We welcome candidates with a Bachelor's degree or equivalent practical experience who are passionate about using their technical expertise to keep critical public safety networks running smoothly.

Key Responsibilities

• Customer Implementation & Support Configure and support complex hardware and software systems deployed in public safety customer environments
• Resolve highly critical customer issues received via phone, email, and web portal with outstanding professionalism
• Collaborate across technical groups to streamline workflows and deliver rapid, high-quality resolutions

System Diagnosis & Optimization

• Troubleshoot and analyze intricate system-level software, networking, and third-party components
• Identify root causes of application failures and implement corrective measures to prevent recurrences
• Maintain continuous operational availability of local and remote customer implementations

Technical Collaboration

• Work effectively as a self-directed technical resource and as a highly collaborative team member
• Share domain knowledge regarding application behavior and database performance with internal engineering groups
• Participate in a rotational off-hours on-call schedule to support emergency system restoration

Job Requirements

• Technical Expertise
• Database & OS Administration to configure and maintain MS SQL Server and MS Windows Server environments
• Performance Analysis using MS Ops Manager and desktop operating systems to identify performance bottlenecks
• Network & Infrastructure troubleshooting including basic routing, firewalls, and security rules
• Professional Experience Problem Solving to efficiently diagnose, isolate, and resolve multifaceted software and hardware issues
• Client Engagement to represent the organization and manage customer relationships with high professionalism
• On-Call Rotation to actively participate in rotational, off-hour duties for system-critical issues

Preferred Qualifications

• Advanced expertise in PremierOne Application Suite or similar high-availability public safety platforms
• Hands-on network infrastructure experience with F5 Load Balancers and Fortigate firewalls
• Deep knowledge of relational database query writing, optimization, and SQL Server indexing

Basic Requirements

• Bachelors degree or 3+ years of relevant experience
• Must be able to obtain background clearance as required by government customers
• 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.

MOTOROLA SOLUTIONS 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. Learn more at www.motorolasolutions.com. #LI-DB1 #LI-Remote

The salary range for this req role is $85,000- $110,000 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.

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.