ALPR Technical Support Technician

Motorola Solutions•Allen, TX

2d•Onsite

About The Position

Motorola Solutions is seeking a forward-thinking, self-directed professional to join their ALPR (Automatic License Plate Recognition) Technical Support team. This role is crucial for maintaining the safety and security ecosystem by providing technical and administrative expertise. The technician will be responsible for resolving complex issues, supporting vital technologies, and ensuring customers stay connected and operational. The ideal candidate will possess strong analytical skills, proactive initiative, and a commitment to continuous improvement, all while upholding a 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.