Senior Software Solutions Expert
1 week ago
Company Overview
Motorola Solutions is a leading provider of mission-critical communications devices and networks, AI-powered video security & access control, and command center solutions. Our company's purpose is to help people be their best in the moments that matter, by solving for safer.
Salary Information
The base salary range for this role is $75,000.00 to $80,000.00 per year, with opportunities for bonus incentives and comprehensive benefits.
Job Description
We are seeking a Senior Software Solutions Expert to join our team. In this role, you will provide advanced technical support for public safety software solutions in a fast-paced and dynamic environment. Your primary responsibilities will include:
- Escalation point for complex trouble tickets
- Troubleshooting software applications and diagnosing complex system architectures
- Create, update, manage, and resolve support tickets
- Empower team members via knowledge transfer
- Regular interfacing with customers via phone and through remote connection
- Participation in on-call rotation required
Key Responsibilities
Some key responsibilities of this role include:
- Supports the operation, installation, maintenance and service of Motorola Solutions Products
- Provides senior-level Tier 3 customer and technical support via telephone to customers in solving hardware, software, and configuration issues of NG911 call-taking and dispatching solutions
- Manage tickets in a timely manner within service management tools
- Troubleshoot a wide range of technical issues from front-end GUI issues to server-side application, GIS, database, telco-related, desktop or system issues
- Create and maintain strong customer relationships
- Deploy and manage software upgrades
- Act as escalation point for complex trouble tickets for Tier 2 Support
- Acts as the Technical Support escalation point for customer field service technicians
- Mentor customers in product knowledge, troubleshooting, and case management
- Develop, maintain, review, and deliver technical, product support, and workflow documentation
- Participate in on-call rotation for support calls and escalations
- Works variable shifts dictated by support needs
Preferred Qualifications
The ideal candidate will have:
- Experience and good understanding of IP networking, network design methodologies, and troubleshooting (Ethernet, TCP/IP, L2/L3, MPLS)
- Experience and good understanding of server environments, Linux, Windows Server, and VMware (highly desirable)
- Strong self-management skills and 'people' skills to work closely with Motorola's customers and subcontractors
- Elite troubleshooting skills to resolve system/application-related issues
- Ability to solve customer problems quickly during stressful situations
- Experience/knowledge in NG911 call handling systems (Motorola CallWorks and Vesta preferred)
- Previous knowledge and experience working with some or all of the following network equipment: Juniper, HP, and Cisco
Benefits
We offer a comprehensive benefits package including:
- 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 and family leave
- And more
EEO Statement
Motorola Solutions is an equal opportunity employer. We welcome diversity and inclusion in the workplace and are committed to providing a fair and equitable employment process.
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