Technical Support Engineer

Motorola Solutions

. Serve as the primary technical escalation point for Support Specialists .

Posted 10/7/2026full-timeUnited StatesMid-LevelSenior💰 $59,200 - $94,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical troubleshooting, IP networking, and Video Management Systems, while effectively collaborating with cross-functional teams to enhance product quality and support efficiency. Proven ability to mentor support specialists and create comprehensive technical documentation.

Highest-signal resume keywords

Technical TroubleshootingIP Networking IntegrationsVideo Management Systems (VMS)Systematic Technical SwarmingTechnical Documentation Authoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportEscalation ManagementScriptingDiagnostic ToolsOSI ModelTroubleshooting LogicCase OwnershipWorkflow OptimizationTechnical Issue AnalysisCollaboration with Engineering

Soft Skills

CoachingExceptional CommunicationMentorshipProblem-SolvingTeam Collaboration

Tools & Technologies

WiresharkPowerShellDell iDRACHP iLOVideo Management Systems

Certifications & Qualifications

CCNACCNPCompTIA A+

Industry Keywords

Technical Support EnvironmentHybrid Office EnvironmentBackground ClearanceGovernment Customer Compliance

Tech Stack

Tools & technologies

TCP/IP

About the role

Key responsibilities & impact

Serve as the primary technical escalation point for Support Specialists
Investigate and resolve complex software, hardware, networking, and Video Management Systems issues using the OSI model and systematic troubleshooting logic
Lead and participate in technical swarms for high-impact or complex cases
Establish hypotheses, coordinate troubleshooting actions, and collaborate with specialists
Partner with Product and Engineering teams to communicate use cases, flag defects, construct reproducible problem statements, validate fixes or workarounds, and drive product quality improvements
Provide real-time coaching and mentorship to Support Specialists
Share troubleshooting best practices and product knowledge
Convert escalation findings into case notes, troubleshooting documentation, known-issue articles, and internal Knowledge Base content as a KCS Champion
Review complex or stalled cases, identify paths forward, and ensure diagnostic evidence is collected before escalation
Guide specialists while preserving case ownership with the assigned agent
Analyze technical issue trends and escalation patterns
Lead workflow optimization projects to improve support efficiency
Maintain technical expertise across IP networking, operating systems, and diagnostic tools
Support internal stakeholders in Sales, Product, and Engineering, as well as external partners
Participate in weekend on-call rotations and flexible shifts

Requirements

What you’ll need

High School diploma
3+ years of experience in senior technical support, technical account management, or an escalation management role
5+ years of relevant experience in an IT/Tech support environment preferred
Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer-related field preferred
Deep understanding of IP networking integrations (RTP, TCP/IP, IGMP)
Experience with VMS (Video Management Systems), scripting, and diagnostic tools including Wireshark, PowerShell, Dell iDRAC, and HP iLO
Relevant certifications such as CCNA, CCNP, or CompTIA A+ highly valued
Demonstrated systematic technical troubleshooting and technical swarming experience
Experience collaborating with Engineering, Product, and Sales teams
Exceptional written and verbal communication skills
Ability to translate complex technical concepts for diverse audiences
Ability to coach support agents and author technical documentation
Ability to work in a hybrid office environment twice per week
Ability to handle weekend on-call shifts as required
Must successfully pass a stringent fingerprint background check
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely required
Employer work permit sponsorship is not available
Travel under 10%

Benefits

Comp & perks

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
Hybrid office environment
Under 10% travel
No relocation provided