Technical Support Engineer

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewThe Technical Support Organization (TSO) supports a global customer base for advanced and mission critical digital communications systems.
These systems are the go-to technology for customers around the world who need clear, instant and reliable voice and data communications.
The Broadband Push To Talk team is supporting the WAVE high-performance, mission critical PTT platform and related technologies. The WAVE can be linked to a private or public LTE network and Land Mobile Radio (LMR) networks, providing sub-second call performance to hundreds of thousands of users on ruggedized handhelds, two-way radios and consumer smartphones.
Job Description

We are seeking a strong graduate or someone interested in a technical support engineer role with a passion for technology and flawless analytical and communication skills.

Able to troubleshoot complicated, cross-platform issues handling OS, Networking, and Database in a cloud-based SaaS environment and handle live production incidents, debug/troubleshoot application and infrastructure issues

Troubleshoot, debug and drive ‘Push-To-Talk' solution issues to resolution by joining live troubleshooting calls with customers, capturing application logs, and network captures, and escalating the issue to a next-level engineer if necessary.

The role is one of second/third line support with a primary interface to partners or field support teams on one side, and development engineering on the other.

The position is a highly varied role focusing on the resolution of customer issues in a timely manner. The role is mainly office based; however travel to customer sites may be required in order to resolve those issues that cannot be resolved remotely.

The department provides 24x7x365 cover to all our customers globally and as such all Technical Support Engineers will be expected to be part of the Out of Hours on call support.

You will be a team player and possess strong communication skills. You must also be flexible and adaptable, as well as be able to use your initiative to present and communicate ideas confidently. It is important you have excellent analytical thinking and problem solving skills as you will be expected to do your own research and investigation.

Develop a high level of understanding of Motorola Solutions Broadband products and architecture to be able to support external and internal customers in the resolution of technical issues

Liaise between the engineering departments and external as well as internal customers coherently in written and spoken English.

Take ownership of customers’ issues and ensure that customers’ expectations are met

Follow Customer Issue Resolution processes

Use Motorola Solutions owned Broadband systems to reproduce and /or troubleshoot customer issues, as well as to gain knowledge of future software updates

Review existing tools and approaches and make recommendations on improvements or new functionality. 

Stay current on new and emerging technologies

Contribute to knowledge base articles

To comply with ISO27001 Information Security Policy

#LI-TK1

Basic Requirements

Essential:

 Able to communicate fluently in English both written and spoken (Other languages will be an advantage)

Bachelor's Degree in Telecommunications / IT / Relevant Field

Strong analytical and problem solving skills

Basic Networking Protocols 

A background in Linux/Unix Administration

Web-based applications debugging

Docker and Azure Basics [Understanding of Virtualized Environments]

Basic understanding of AWS Cloud Watch

Able to tackle customer calls

Attention to detail

Experience with Android and mobile OS

Ability to work efficiently in an international team

Desirable:

Around 2 years experience in a technical customer facing environment is a distinct advantage

Knowledge of ITIL

Azure DevOps 

Database administration​​

Linux Administration and Shell Scripting

Kubernetes and Docker

VPN

Hardware troubleshooting

Basic Networking skills

Basic Radio Telecommunications systems knowledge

Network Security / Firewalls basics 

Knowledge of LTE (Long Term Evolution) technologies

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanYes

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 email [email protected].