Senior Customer Support Technician - ASTRO Infrastructure; Hybrid

Position: Senior Customer Support Technician I - ASTRO Infrastructure (Hybrid)
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

The Motorola Solutions Network Operation Center is dedicated to supporting critical communications ecosystems worldwide, delivering on our core mission of "Solving for safer". Our team manages complex ASTRO Infrastructure systems, verifying swift, precise telemetry evaluation and operational continuity. We operate in a highly collaborative environment where technical excellence and rapid mitigation directly empower the public safety and enterprise systems that protect lives every day.

Job Description

Motorola Solutions is seeking an agile and detail-oriented technical expert to join our 24/7 Network Operations team. In this role, you will act as a pivotal escalation tier, helping to ensure the stability, performance, and operational integrity of global ASTRO networks. This position is ideal for an inclusive collaborator who balances independent analytical thinking with clear, human-focused communication during high-stakes incidents.

You will play a vital part in transforming complex system alerts into actionable resolutions, serving as a trusted technical steward for our customers and field partners when it matters most.

Key Responsibilities:

Advanced Incident Escalation

* Serve as the senior escalation point for incoming issues transferred from Front Office support teams to accelerate resolution

* Methodically analyze and resolve complex technical problems impacting ASTRO Infrastructure across the globe

* Coordinate structural escalations directly with next-level Engineering teams when specialized product development intervention is required

Operational Continuity & Documentation

* Support 24/7 technical operations by maintaining schedule flexibility across assigned shifts, including on-call rotations for service level agreement coverage

* Oversee the comprehensive, clear documentation of all technical interventions, troubleshooting steps, and incident timelines within the corporate ITSM system

* Observe system performance metrics and alert behaviors to proactively capture hidden technical operational insights

Knowledge Syndication

* Help to ensure all tiers of technical support stay fully informed of emerging system trends by authoring clear, structured knowledge base articles

* Share critical technical insights, workarounds, and best practices across the broader Technical Support organization to drive operational consistency

* Represent Motorola Solutions professionally during all customer-facing technical support engagements to help deliver high-value partnerships

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

Target Base Salary Range: $70,000 $ 77,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

* High School Diploma

* 2+ years experience in supporting ASTRO Infrastructure systems in a technical capacity

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

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

* 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!

EEO Statement

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

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other…