Support Jobs in Allen, TX

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14d ago

Senior Technical Support Engineer

Motorola Solutions Allen, TX

Allen, TX

14d ago

$60k - $67k/yr Full time Application Support Customer Service Customer Support

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Job Description

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

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