Customer 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.

Safety and security are at the heart of everything we do at Motorola Solutions. Based out of our Edinburgh offices, our team delivers managed services for multi-site body-worn video systems across a worldwide customer base. We build and connect technologies to help protect people, property, and places, facilitating direct remote support and escalation handling to help ensure mission-critical systems remain available in line with defined service level agreements.

As a Customer Technical Support Engineer at Motorola Solutions, you will play a key role in a managed service, customer-facing role that couples technical expertise and client relationship skills to successfully implement and support our product ecosystem. We believe that everything starts with our people, and we empower each Motorolan to bring their authentic self to do work that helps protect what matters most.

In this role, you will work directly with global customers to help maintain system availability across complex environments. The ideal candidate thrives under pressure, demonstrates strong accountability, and brings a passion for adopting new technologies to help solve technical challenges. Bachelor's degree or equivalent practical experience is valued as you grow within our technical product portfolio.

• Act as the primary point of contact for customer inquiries, technical issues, and incident reporting
• Provide remote break/fix support and update tickets strictly within defined customer Service Level Agreements
• Oversee issue resolution life cycles on behalf of customers while providing Tier 1, 2, and 3 hardware and software support in collaboration with R&D teams

• Deliver customer professional services and execute user support during scheduled customer site visits
• Schedule and deliver guidance and training to clients regarding product operation and maintenance procedures
• Update technical documentation, user manuals, and reference guides to reflect recent product developments

• Acquire technical product expertise continuously to support multi-site networked solutions
• Participate in rotational out-of-hours on-call support and travel to customer sites as required to maintain service continuity
• Collaborate across functional boundaries and participate in industry events to help achieve operational goals

• High School Diploma
• Technical support experience covering Microsoft Windows Server administration and network troubleshooting
• Right to work in the U.K. and U.K. residency for the past five years to satisfy NPPV Level 3 Security Clearance requirements

• Microsoft Windows Server to manage, configure, and troubleshoot enterprise server environments
• Network Infrastructure to analyze, configure, and troubleshoot switches, firewalls, and network connectivity issues
• Cloud & Storage Fundamentals to support AWS, Azure, and modern enterprise storage architectures
• Hardware Diagnostics to inspect, isolate, and resolve issues across PC and specialized system hardware
• Multi-Site Systems to implement, maintain, and support networked solution deployments

• Customer Service Excellence to communicate clearly and influence peer groups and customer stakeholders effectively
• Incident Ownership to manage technical escalations and report on incident status diligently
• Technical Mobility to support a hybrid work model (2 set days in the Edinburgh office weekly), maintain a valid driver license, and travel to customer locations as required

• Valid AWS certification
• Professional proficiency or fluency in French or German
• Interest and ability in adopting emerging technologies, including artificial intelligence

In return for your expertise, we will support your career journey with continuous coaching, mentorship, and learning opportunities at every step. To reward your hard work and dedication, you will receive a comprehensive benefits package, including:

• Competitive Compensation:
  Competitive base salary, performance-driven bonus schemes, and an additional holiday bonus equal to two weeks' pay per year
• Time Off & Flexibility: 25 days of annual paid holiday entitlement plus bank holidays, supported by flexible and hybrid working arrangements
• Health & Wellness:
  Private m