Customer Support Engineer

Motorola Solutions•Lexington, SC

22h•Hybrid

About The Position

The Customer Support Engineer is responsible for interfacing with customers over the telephone and in person in order to analyze and resolve both technical and complex problems. This includes providing technical support and training for Avtec’s systems to customers, dealers, and partners. This position is responsible but not limited to: Prioritize and provide customer support and technical issue resolution via e-mail, phone and other electronic medium. Determine most cost-effective repair/resolution to minimize customer downtime. Enter and track issues in a tracking database, keeping customers apprised of work status, and drive all issues to closure. Must be able to relay detailed instructions to customers and interpret documents including technical operating manuals and maintenance instructions. Escalate product performance issue (software/hardware) within the tools provided (Salesforce, Rally, etc.) and work with Senior Support Engineers and Engineering towards resolution. Issue Return Material Authorizations (RMA’s) per company policy which may include additional steps to create quotes, placing collection calls, and resolving part number variances. Provide after-schedule support on an as needed basis. Work collaboratively with the Sales team to support pre-sales system designs and technical presentations. Attend software development re-cap meetings and provide input to the Product and Engineering teams. Provide on-site customer support service/training on an as needed basis, up to 25% of time.

Requirements

Windows OS/Applications configuration and troubleshooting
IP Network troubleshooting
Read and interpret log files
Proficient in Wireshark
Virtualization
Graduating with a Bachelor's degree on or before July 2026 OR 2+ years of experience in software, networking, IT, public safety, wireless or related field

Nice To Haves

SQL Database
IP Radio Technologies
IP Telephony
Preferred candidates will live in South Carolina

Responsibilities

Prioritize and provide customer support and technical issue resolution via e-mail, phone and other electronic medium.
Determine most cost-effective repair/resolution to minimize customer downtime.
Enter and track issues in a tracking database, keeping customers apprised of work status, and drive all issues to closure.
Relay detailed instructions to customers and interpret documents including technical operating manuals and maintenance instructions.
Escalate product performance issue (software/hardware) within the tools provided (Salesforce, Rally, etc.) and work with Senior Support Engineers and Engineering towards resolution.
Issue Return Material Authorizations (RMA’s) per company policy which may include additional steps to create quotes, placing collection calls, and resolving part number variances.
Provide after-schedule support on an as needed basis.
Work collaboratively with the Sales team to support pre-sales system designs and technical presentations.
Attend software development re-cap meetings and provide input to the Product and Engineering teams.
Provide on-site customer support service/training on an as needed basis, up to 25% of time.