Technical Support Engineer

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

Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video surveillance & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems.

Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.

Overview

The Technical Support Engineer reports to the Support Manager and will be focused on supporting internal and external stakeholders such as the frontline support team, Sales, Product and Engineering as well as our partners and customers of the Video Security and Access Control product portfolio. This is a multi-faceted role and the ideal candidate will be one of the most tenured Support individuals within the team responsible for delivering outstanding outcomes.

The person in this role will be responsible for making sure that escalations (from frontline and to Engineering Escalation Team) are handled in the most effective and efficient manner. Also, part of the mandate will be to upskill our frontline agents through coaching/mentoring and by using Intelligent swarming techniques. Success in this role is defined by a strong team first mentality, a thorough systematic approach to troubleshooting, and the curiosity to identify and address opportunities within the Support organization.

About the Position

What will you get to do

• Proactively collaborate with cross-functional stakeholders to uncover and solve users’ problems.
• Communicates to product leads and engineers to bring forth use cases on product and process improvements.
• Identify and flag instances of product defect and issue trends, while solutioning for temporary workarounds.
• Actively work with engineering teams to drive resolution of defects and product improvements.
• Influence troubleshooting best practices to all technical stakeholders.
• Act as KCS Champion and assist with creating new content and maintenance of existing inventory.
• Lead with empathy, take complete ownership and show urgency when resolving technical issues.
• Concisely document software, hardware, and network information in a case management system.
• Provide an exceptional customer experience during calls, emails, chats, and escalations.
• Prioritize between tasks such as; mentoring the customer support team, attending escalations with customers, collaborating with engineering & development, and leading improvement projects
• Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.
• U…