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.

Department Overview 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.

Job Description 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 .

Key Responsibilities:

Cross-Functional Collaboration 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

Knowledge Ecosystem Cultivation 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

Customer Experience Excellence 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

Job Requirements:

Technical Expertise 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)
Professional Experience 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

Preferred Qualifications 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…