ALPR Technical Support Technician

Motorola Solutions•Allen, TX

1d•Remote

About The Position

The ALPR Technical Support Technician joins a dedicated team providing first-level remote support for our mission-critical Automatic License Plate Recognition (ALPR) products. This high-stakes role serves diverse markets, including military, public safety, and mission-critical infrastructure, acting as a catalyst for delivering high-quality and timely customer support. You must be able to rapidly absorb new technology and communicate complex technical concepts effectively to a wide range of audiences. While this position supports normal business hours, flexibility to work on weekend standby is required. In addition, you will be collaborating with peers including engineering and product teams to drive product improvements based on partner and customer feedback. This role is critical to day-to-day support operations, driving technical resolution and maintaining high-quality service for our Automatic License Plate Recognition (ALPR) technology. We are looking for a high-energy, self-directed individual with strong analytical skills and a passion for solving complex technical challenges.

Requirements

1+ years of experience in a technical support or engineering role.
High School Diploma
Ability to obtain required security clearances as mandated by the company and customers.
Must be able to obtain background clearance as required by government customer

Nice To Haves

Experience in remote technical support environments and foundational knowledge of ITIL.
Familiarity with Information Security, communication networks, and WAN/LAN/Router architecture.
Proficiency in Windows, G Suite, or equivalent productivity platforms.
Industry certifications such as A+, Network+, or Security+.
Direct experience with ALPR or similar Vehicle Intelligence technologies.

Responsibilities

Serve as the primary point of contact for technical support, managing the end-to-end lifecycle of incidents via phone and email to ensure a return to normal service levels.
Execute initial triage, document resolution efforts, and use functional escalation processes to resolve outages within established timeframes.
Implement known solutions via existing documentation and author new knowledge base articles to improve future problem-solving efficiency.
Contribute to the development of operational policies and maintain data integrity across various database systems to ensure high-quality service delivery.
Respond to and resolve customer incidents in a timely manner, ensuring all performance metrics and Service Level Agreements (SLAs) are consistently met.
Build and maintain professional relationships across functional lines to support internal and external stakeholders seamlessly.
Stay current on all system applications and participate in ongoing training to maintain expertise in Motorola Quality and Security practices.