Technical Support Engineer

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.

As a key unit within the Customer Support organization, our team directly supports partners and customers in resolving technical issues with Motorola Solutions' Video Security and Access Control products. We serve as a vital link between frontline support specialists, Product Management, and Engineering to accelerate complex escalations. Our department emphasizes collaborative problem-solving, agent mentorship, and institutional knowledge sharing to build long-term organizational capability.

We foster a transparent, customer-first culture that values open communication, teamwork, and continuous career growth.

The Technical Support Engineer or Technical Support Escalation Point (TSEP) is a senior technical role within the Customer Support organization. The TSEP serves as a high-level technical resource supporting internal stakeholders (Sales, Product, Engineering) and external partners for the Video Security and Access Control portfolio. Acting as a bridge between frontline support and engineering, the TSEP provides advanced technical guidance, leads complex investigations, and accelerates the resolution of complex escalations while fostering a culture of collaborative problem-solving, technical leadership, and continuous organizational improvement.

• Advanced Troubleshooting & Technical Escalation:
  Serve as the primary technical escalation point for Support Specialists, investigating and resolving complex software, hardware, networking, and Video Management Systems (VMS) issues using the OSI model and systematic troubleshooting logic.
• Technical Swarming:
  Lead and participate in technical swarms for high-impact or complex cases, establishing clear hypotheses, coordinating troubleshooting actions, and working collaboratively alongside specialists rather than relying on traditional case handoffs.
• Stakeholder & Engineering
  
  Collaboration:
  
  Partner closely with Product and Engineering teams to communicate use cases, flag defects, construct reproducible problem statements, validate fixes or workarounds, and drive product quality improvements.
• Mentorship & Upskilling:
  Provide real-time coaching and mentorship to Support Specialists during technical investigations, sharing troubleshooting best practices and product knowledge to build overall team capability.
• Knowledge Management:
  Act as a Knowledge Centered Service (KCS) Champion by converting escalation findings into concise case notes, reusable troubleshooting documentation, known-issue articles, and internal Knowledge Base content.
• Case & Investigation Guidance:
  Review complex or stalled cases to identify paths forward, ensure proper diagnostic evidence is collected prior to further escalation, and guide specialists while preserving case ownership with the assigned agent.
• Problem & Trend Identification:
  Analyze technical issue trends and escalation patterns to surface recurring defects or systemic problems, leading workflow optimization projects to improve support efficiency.
• Technical Proficiency:
  Maintain deep technical expertise across IP networking (RTP, TCP/IP, IGMP), operating systems, and diagnostic tools such as Wireshark, Power Shell, Dell iDRAC, and HP iLO.
• Operational Agility:
  Manage a…