ALPR Technical Support Technician

Motorola Solutions•Allen, TX

1d•$45,000 - $52,000•Onsite

About The Position

We are seeking a forward-thinking, self-directed professional who thrives in an agile support environment. As an ALPR Technical Support Technician, you will drive customer issue resolution, maintain system integrity, and collaborate across teams to enhance overall service delivery. In this role, you will bring strong analytical skills, proactive initiative, and a commitment to continuous improvement while upholding our people-first culture and high operational standards.

Requirements

Technical Troubleshooting to analyze, triage, and resolve complex software and hardware incidents
Database Systems Integrity to maintain, update, and ensure accuracy across core operational databases
Knowledge Base Authoring to document new solutions and expand technical resolution resources
SLA & Performance Metrics Compliance to ensure timely incident resolution and maintain high service standards
Cross-Functional Collaboration to work seamlessly across teams and build strong working relationships with internal and external partners
Customer Situation Management to communicate expectations clearly and maintain control during high-pressure outages
Time Management & Prioritization to manage daily tasks and priorities independently with minimal supervision
Written & Verbal Communication to deliver clear, professional technical documentation and customer updates
High School Diploma
2+ years of experience in a Technical role.
Ability to obtain required background clearance as mandated by MSI and the customer.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Nice To Haves

Prior experience supporting Automatic License Plate Recognition (ALPR) platforms or related security technologies
Familiarity with ITIL framework practices or formal incident escalation procedures

Responsibilities

Serve as the primary technical point of contact to manage, triage, and resolve incidents via phone, email, and digital communication channels
Document detailed triage steps, track system outages through service restoration, and drive functional escalations according to established service level agreements (SLAs)
Control customer situations professionally by setting clear expectations and maintaining effective communication throughout the resolution process
Resolve known technical issues using knowledge articles and author new documentation for newly identified system solutions
Provide constructive input to build and refine support workflows while maintaining data integrity across all core database systems
Maintain current operational knowledge of system applications while complying with security, quality, and operational standards
Respond promptly to customer incidents to meet key performance metrics and support service level agreements (SLAs)
Build effective working relationships with internal and external partners to collaborate seamlessly across functional teams
Participate in training programs to continually advance technical capabilities and contribute to ongoing service enhancements