Senior Technical Support Engineer

Motorola Solutions is seeking a seasoned Technical Support professional to join its global Employee Experience framework in a hybrid role based in Allen, Texas. This senior position focuses on safeguarding customer success by navigating complex dependencies and high-priority escalations, serving as a technical anchor for cross-functional collaboration in an augmented Assisted Experience model.

Overview

• Location: Allen, TX (hybrid)
• Salary: USD 60,000 - 67,000 per year
• Experience: Minimum 5 years
• Education: High School Diploma or GED

Responsibilities

• Investigate intricate software, hardware, and deployment logs to identify root causes and diagnose bugs in cloud-based video and access systems.
• Lead advanced technical troubleshooting workflows via phone and digital channels to resolve high-priority partner issues.
• Log hardware, network, and case-specific data in centralized tracking systems to accelerate engineering cycles.
• Drive knowledge transfer sessions through technical swarming, training, and targeted mentoring to elevate junior team members.
• Create, review, and expand technical articles within the Knowledge Centered Support library.
• Coordinate daily tasks and balance shifting workloads between active escalations and department work.
• Collaborate with Product, Development, and Engineering teams to convert isolated bugs into official product resolutions.
• Provide a white-glove support experience during complex infrastructure updates and in-depth service investigations.
• Maintain ongoing alignment with technical innovation timelines across cloud product portfolios.

Requirements

• Strong IP networking skills to configure and troubleshoot routers, firewalls, wireless tech, TCP/IP, UDP, and multicast configurations.
• Proven expertise in cloud security systems with breadth across VMS platforms, cloud architecture, cameras, and physical controllers.
• Hands-on experience with Linux operating systems to inspect backend directories, scripts, and diagnostic outputs.
• Effective time management to prioritize between engineering swarms, personal queues, and multi-team projects.
• Ability to translate complex data structures into actionable, high-level customer summaries for stakeholders.
• Resourceful learner capable of adapting to fast-paced hardware design cycles and evolving product frameworks.

Technologies

• IP Networking
• VMS platforms
• Linux Operating Systems
• TCP/IP
• UDP
• Multicast

Benefits

• Incentive bonus plans
• Medical, dental, and vision benefits
• 401(k) with company match
• 10 paid holidays
• Generous paid time off packages
• Employee stock purchase plan
• Paid parental and family leave

Travel Requirements

Under 10% travel.

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes