Technical Support Specialist (Hybrid)

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

Department Description

Safety and security are at the heart of everything we do at Motorola Solutions. We build and connect technologies to help protect people, property and places. Our technical support teams foster the collaboration that's critical to "Solving for safer" across communities, schools, hospitals, and enterprises worldwide.

Required Working Shift

Wednesday - Sunday : 8AM - 4:30PM ET (5 AM - 1:30 PM PT)

At Motorola Solutions, we believe that everything starts with our people. As a Technical Support Analyst, you will play a key role in our mission by delivering rapid, dynamic support for critical video security products, including Video Management Systems, cameras, servers, and network infrastructures. Working in a collaborative, customer-first environment, you will take full ownership of complex technical challenges, applying systematic troubleshooting to maintain continuous system performance for those who count on us most. We empower every Motorolan to explore their curiosity, grow their expertise with an evolving product line, and deliver exceptional support when it matters most.

Responsibilities

• Technical Support & Incident Resolution
• Research, troubleshoot, and resolve critical hardware, software, and IP networking issues via phone and digital channels
• Demonstrate complete ownership and urgency while assisting customers with Video Management Systems, cameras, and servers
• Maintain detailed and concise technical case records within our case management systems to capture incident histories
• Customer Experience & Workflow Management
• Help to provide an exceptional customer experience across incoming calls, live chats, emails, and escalated requests
• Prioritize daily tasks dynamically between active inbound channels, existing case management, and high-priority customer needs
• Employ systematic problem-solving to explain complex solutions clearly to customers of varying technical skill levels
• Collaborative Growth & Continuous Learning
• Maintain a continuous learning mindset to stay current on new product lines, video streaming technologies, and network protocols
• Apply knowledge-sharing techniques to collaborate with team members and independently navigate technical challenges
• Maintain composure under pressure while managing customer expectations and providing timely updates during critical incidents
• Job Requirements:
• Technical Expertise
• IP Networking Protocols to diagnose routers, firewalls, wireless systems, RTP, TCP/IP, UDP, IGMP, and Multicasting
• Operating Systems & Hardware to install, configure, and troubleshoot customer environments
• Video Security Systems to support Video Management Systems, IP cameras, and network servers
• Communication Proficiency to document complex technical details clearly in English
• Professional Experience
• Systematic Troubleshooting to resolve technical customer challenges efficiently with high quality
• Multitasking & Prioritization to balance live customer interactions, queue management, and shift obligations
• Self-Starter Collaboration to drive resolution independently or work within cross-functional technical teams
• Preferred Qualifications
• Industry certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+
• Contact center experience within a dedicated technical support environment
• Experience operating within KCS (Knowledge-Centered Service) Methodology
• Familiarity with ONVIF profiles or related video streaming services
• Target Base Salary Range: $50,000-$58,000
• 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.
• LI-DB1
• LI-Hybrid
• ​
• Basic Requirements
• High school diploma and 1+ years of technical support or 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
• None
• 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!