Technical Support Engineer

2 months ago

Allen, United States Motorola Solutions, Inc. Full time

Company OverviewAt Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.Department OverviewThe Centralized Managed and Support Operations (CMSO) Critical Communications organization provides high quality support experiences for mission critical and commercial customers so they can accomplish their mission.Job DescriptionTechnical Support Engineer position provides technical support and coordinates activities as part of the Carrier On-shore Support offering of our WAVE On Cloud Platform. This high-visibility role works closely with Customers, Schaumburg NOC, and Tier 3 to ensure that all the PTT Issues are resolved and the customer's experience of using PTT service is positive, seamless and satisfying.Responsibilities:
Engineers will be responsible for helping to support 24x7 uptime and availability of production mission critical carrier connected services within the United States. Monitor and respond to system notifications and alerts and support customer issues as they are received.
Engineers should be responsible to provide 24/7 on-call, after hours support to satisfy the critical services agreed with the customer. On-call is scheduled in a weekly rotation.
Engineers should be available to work at least 1 weekend day.
Monitor application performance and working with customer regarding any issues, via phone or email.
Conduct system analysis, and configuration management
Able to troubleshoot complicated, cross platform issues handling OS, Networking, Database in a cloud-based SaaS environment and handle live production incidents, debug/troubleshoot application and infrastructure issues.
Document your system knowledge as you acquire it over time into knowledge articles within our Service Now System.
Keep up-to date with security and proactively identify, diagnose, and solve complex security issues

Preferred Sills and Qualifications:
3+ years of experience in DevOps, Support or Product deployment.
Strong relationship building skills & communication skills.
Good customer service skills.
Support, align efforts to meet customer and business needs.
Should have experience with ticketing tools like ServiceDesk, Jira or Service Now, .etc
Manage customer relationships and expectations by developing a communication process to keep others up-to-date on project results
Working closely with our engineering teams to understand their product requirements and how they build/test/deploy their software applications
Familiarity with Linux and UNIX systems (e.g. CentOS, RedHat) and command line system administration such as Bash, VIM, SSH.
Network routing, Load balancing and Networking protocols, a base knowledge of TCP/IP, with an understanding of HTTP and DNS
Basic programming and scripting skills (preferably bash, shell, perl, python, java, etc.)


Demonstrated understanding of ITIL methodologies, ITIL v3 or v4 certification
Demonstrable experience in Database like SQL, Hadoop, Couch Base, Grid gain..etc
Demonstrable experience in Containerization-Docker, orchestration (Kubernetes) and Microservices.

#LI-DB1Basic Requirements
3+ years of experience in DevOps, Support or Product deployment.
Bachelors Degree or Higher in in Networking, Engineering , or an IT related focus

Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanNoOur 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 StatementMotorola 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 physical or mental health conditions. To request an accommodation, please email [email protected].

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