More jobs:
Technical Success Administrator - Emergency Call Management; ECM
Job in
Denver, Denver County, Colorado, 80285, USA
Listed on 2026-06-17
Listing for:
Motorola Solutions
Full Time
position Listed on 2026-06-17
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, Technical Support, Cloud Computing: Infrastructure & Operations
Job Description & How to Apply Below
Job Description
This position will be a Technical Success Administrator role, focused on Emergency Call Management (ECM) within the CCSW Technical Success Team. The role will be responsible for ECM Hybrid-Cloud adoption by driving the activation and deep integration of cloud-based products and components ensuring they work seamlessly with the agency's infrastructure and workflow. The System Manager role will assist in delivery configuration and workflow tuning as well as technical administration partnership and coaching.
The Technical Success Administrator - ECM will provide advanced technical support of Public Safety software solutions in a fast-paced environment and will be an escalation point for no/low adoption customers. Must have strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, Telco knowledge, supporting software applications, and diagnosing complex system architectures.
- Resolving post-deployment, non-break/fix Ad-Hoc ECM Service Requests
- Diagnosing low-usage red flags and removal of underlying technical blockers
- Configuration & Workflow Tuning across the ECM cloud suite and legacy Vesta 911 product utilized in Vesta Hybrid environments
- Advanced mapping configuration to integrate supplemental data layers, floor plans and other functionality to ensure maximum situational awareness for Users
- Remote and Keyboard-Side coaching to build Customer Administrator proficiency and system management independence
- Manage and lead the relationship throughout the length of the customer engagement
- Ensure that customer satisfaction goals are met both with internal business partners and externally with the customer
- Procure and coordinate any internal resources that may be needed to drive results
- Remotely diagnose customer concerns and facilitate incident management as applicable
- Travel in the US and Canada if onsite presence is required.
- Bachelor's degree in Computer Science (or related degree) or equivalent work experience
- 4+ years of customer support experience
- 3+ years of IT support experience
- Strong written and oral communication skills (Fluent in English, oral and written)
- Strong soft skills, interpersonal communication, and problem-solving skills
- Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management
- Working knowledge of Analog and Digital Telephony
- Microsoft MCSE or equivalent experience
- Cisco CCNA certifications or related experience
- In-depth installation, configuration, and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 10 Operating Systems
- Experience with Windows Domain architecture/integration / Active Directory
- Experience in providing Linux/UNIX technical support to customers
- Experience with troubleshooting various server/desktop hardware related issues
- Experience with Servers (Dell and HP)
- Experience troubleshooting LAN/WAN
- Experience with VOIP applications
- Experience troubleshooting third‑party application integration
- Vesta 9‑1‑1 product line expertise
- Vesta NXT, Hybrid, Continuity expertise
- Public Cloud and Private Cloud architecture(s)
- Experience with VMware virtualization suites
- Experience with Cloud Technologies (Azure or AWS)
- Experience with Computer Telephony Integration (CTI) Applications
- Experience with database related technology and administration (MySql or SQL Server)
- Experience with firewalls and security related applications
- Experience with GIS applications
- Experience with Motorola Solutions Command Central suite
- 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!
- Bachelor's Degree OR 5+ years of experience in technical customer support
- 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…
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