If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department OverviewCompany Overview
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Department Overview
Motorola Solutions Emergency Call Handling offerings provide next generation 911 call taking and dispatching solutions for public safety answering points across North America. The 911 Call Handling business has been growing by over 80% year over year serving public safety customers ranging from very rural counties to state-wide solutions. The CallWorks and Vesta solutions are market-leading, software-based architectures delivered in on-premise or hosted configurations.
Job Description

As a member of the Tier 4 Emergency Call Handling Support Team, the Sr. System Engineer will provide advanced technical support of Public Safety software solutions in a fast-paced environment and serve as an escalation point for complex trouble tickets. They will be expected to leverage and maintain their expertise in networking, telco, IT, PBX and related telecommunications solutions to own the Problem Management of escalations and code-related issues reported from Operations up to Engineering. In addition, they will also be expected to work with Engineering and Product Management to manage communications and training on how to support new products and features to the rest of Operations.

Must be a diligent researcher, troubleshooting and reproducing issues to resolution. Must be capable of installing server hardware/OS, troubleshooting system infrastructure and application architecture.

Primary Responsibilities include:

• Manages Emergency Call Handling product escalations providing Tier 4 technical support to customers in solving Hardware, Software, & Configuration of a NG911 Call Taking and Dispatching Solution
• Coordinates field Beta testing with Product Line Management, Development, and Technical Services for areas respective to new product applications, components, networks, or service requirements. 
• Interfaces with Product Development to develop and test future technologies for Technical Services.
• Maintains individual product configuration in the Lab
• Assists in testing future software products to develop support and troubleshooting documentation.
• Maintains and expands expertise for telephony network concepts and technologies (SS7 / Routing / Geo-spatial Routing) in order to act as the subject matter expert for these technologies.
• Travels to direct sites to fill the role of Support Engineer when Onsite Support Engineers must leave their site for vacation or training
• Creates Site Specific Method of Procedures as necessary.
• Provides input and participates in interviews of prospective Support Engineers for future sites or staff replacements.
• Develops and provides corporate level technical training to customer support centers
• Supports the operation, installation, maintenance and service of Motorola Solutions Products.
• Manages tickets in a timely manner within service management tools.
• Troubleshoots a wide range of technical issues from front end gui issues to server-side application, GIS, database, telco-related, desktop or system issues. 
• Creates and maintains strong customer relationships.
• Deploys and manages software upgrades.
• Acts as escalation point for complex trouble tickets for Tier 3 Support.
• Acts as the Technical Support escalation point for customer field service technicians.
• Mentors customers in the areas of product knowledge, troubleshooting and case management.
• Develops, maintains, reviews and delivers technical, product support and workflow documentation.
• Participates in on-call rotation for support calls and escalations.
• Works variable shifts as dictated by support needs.

Preferred Skills

• Working knowledge of linux.
• Strong customer facing communication skills with ability to convey complex technical issues in business terms. (fluent in English, oral and written)
• Strong problem solving / troubleshooting skills
• Ability to effectively organize tasks, manage multiple priorities and deliver on customer commitments on schedule.
• Ability to work with all levels of management, vendors and other internal and external groups and customers, exhibiting a positive influence at all levels
• Working knowledge of Analog and Digital Telephony
• Cisco CCNA certifications or related experience
• Experience installing server hardware/OS, troubleshooting system infrastructure and application architecture
• Experience with PBX (Asterisk or others) and Premise systems
• Experience troubleshooting 3rd party application integration
• Experience with database related technology and administration (MySql or SQL Server)
• Experience with firewalls and security related applications
• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
• The pay for this role will be $60,000 to $70,000K per year

Basic Requirements

• Bachelor’s degree in technical field or equivalent work experience

• 3+ years of customer support experience or 3+ years of IT support experience

• Must be able to obtain background clearance as required by government customer

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.