Senior Customer Support Technician – ASTRO Infrastructure

Responsibilities

• 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
• 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
• 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

• 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