Technical Support Engineer

Overview

Technical Support Engineer role at Motorola Solutions. This is a primarily remote role, requiring occasional travel to offices for training or team meetings, and to customer sites.

• Serve as the definitive technical expert, taking full ownership of all support issues across the entire product and service provision.
• Command and coordinate the response during major incidents, driving the resolution process to achieve timely service restoration in line with agreed SLAs.
• Function as the critical liaison between customers and internal teams (Product, Engineering and Testing), mandating and tracking the implementation of necessary fixes to resolve client issues.
• Execute deep-dive Root Cause Analysis (RCA) to identify and permanently eliminate underlying systemic issues, and own the implementation of effective, long-term preventative solutions.
• Maintain and secure customer environments, ensuring all solutions are current, optimised, and compliant with security protocols.
• Own the creation, accuracy, and accessibility of the knowledge base, technical guides, and FAQs, ensuring documentation is a reliable resource for both customers and support personnel.
• Commit to continuous service availability by participating in the on-call rota and providing decisive, after-hours support for critical issues.
• Champion and drive process improvements, with accountability for their successful implementation and measurable impact on support efficiency and customer satisfaction metrics.
• Mentor and coach junior support engineers to develop their skills and elevate the overall capability of the support team.
• Cultivate and sustain high-value customer relationships, ensuring deep understanding of strategic needs and consistently delivering service outcomes that drive satisfaction.
• Lead the support and deployment aspects of customer projects, including product enhancements, migrations, and deployments, ensuring seamless transitions and minimal disruption for in-life clients.
• Provide evidence-based recommendations for enhancing the quality, deliverability, and long-term supportability of the product portfolio.

• Proven experience as an application support engineer or in a similar role within the software industry.
• Experience in a customer facing role.
• Exceptional organisational and communication skills.
• Understanding of ITIL methodologies.
• Ability to identify and manage risks effectively, with a proactive approach to problem solving.
• Strong analytical skills with the ability to interpret and present data clearly.
• Ability to work under pressure and meet tight deadlines.
• Must be able to attain NPPV3 and SC clearance. Must be a resident of the UK for a minimum of 3 years to obtain.

Location:

Leicester, UK. Travel:
Under 10%.

Position Type:
Experienced.

Employment type:

Full-time. Referral Payment Plan:
Yes.

Motorola Solutions UK Limited.

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.