Ecosystem Support Specialist; 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.

Safety and security are at the heart of everything we do at Motorola Solutions. Within the Command Central Customer Support Team, we focus on delivering the crucial connections and insights required to keep vital systems running smoothly. We build and connect technologies to help protect people, property and places, ensuring our customers have "Solving for safer" capabilities in every moment they serve.

Everything starts with our people. As an Ecosystem Support Specialist, you are a vital link within a close-knit community focused on delivering a premier "Assisted Experience". This role actively advocates for our customers, bridging the gap between users, engineering, and product development. We prioritize an inclusive, supportive environment where you can grow your tech career while contributing to real-world outcomes.

• Manage relationships and collaboration across Support, Product Management, and Engineering groups to analyze incidents, investigate escalations, and track system outages to locate root causes
• Drive documentation and communication of technical resolutions within corporate case-tracking software tools
• Support cross-department updates to help ensure internal teams remain fully synchronized with incoming operational changes

• Author critical technical knowledge base entries to serve as an official job aid and educational repository
• Expand team capabilities by continuously absorbing advanced software features and technical insights
• Share immediate product release notes and feature enhancements across the wider support framework

• Provide an exceptional customer experience across voice, email, and live chat workflows
• Participate in an after-hours on-call shift rotation to satisfy strict SLA obligations
• Mentor engineering teammates through formal and informal system training programs to help ensure service continuity

• Application Troubleshooting to isolate faults in complex hardware, networking components, and third- party software integrations
• Operating Systems knowledge including Microsoft Windows, Active Directory structures, and virtualization software configurations
• Network Services comprehension involving DNS records, IP addressing schemes, HOSTS routing, and basic diagnostic protocols (A+ or Network+ certifications valued)

• Workload Optimization to structure daily queues, prioritize incoming incident responses, and execute accurate milestone evaluations under tight timelines
• Innovative Technology Adoption including experience applying AI prompting workflows to scale human performance and efficiency
• Customer Retention techniques with a focus on upholding exceptional Net Promoter Scores (NPS) and stabilizing client partnerships

• Prior experience working directly with Motorola Solutions SaaS architectures such as Flex or Vesta CAD dispatch systems
• Background operating within emergency call handling environments or public safety dispatcher environments

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: $65,000- $70,0000

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.

#LI-DB1

#LI-Hybrid

• Minimum of High School Diploma or GED
• 2+ years' experience working in a help desk related environment
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Under 10%

None

Experienced

Yes

• 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!

Motorola Solutions is an Equal Opportunity Employer. All…