Ecosystem Support Specialist (Hybrid)
About The Position
As an Ecosystem Support Specialist on Motorola Solutions’ CommandCentral Customer Support Team, you will help deliver a premier assisted customer experience. You will advocate for customers and connect users with engineering and product development teams, contributing to the reliable operation of systems that support public safety and security. The role involves troubleshooting technical issues, coordinating incident investigations and escalations, documenting resolutions, cultivating technical knowledge resources, and providing customer support through voice, email, and live chat. You will also participate in an after-hours on-call rotation and help train engineering teammates. The position requires clearance for work in high-security areas and a successful customer-administered fingerprint background check under the U.S. Department of Justice CJIS Security Policy. Travel is under 10%; relocation is not provided. Legal authorization to work indefinitely in the U.S. is required, and sponsorship is unavailable. The target base salary range is stated as $65,000–$70,0000; actual pay depends on job-related knowledge, skills, and experience.
Requirements
- High school diploma or GED.
- At least 2 years of experience working in a help desk-related environment.
- Application troubleshooting skills for complex hardware, networking components, and third-party software integrations.
- Knowledge of Microsoft Windows, Active Directory structures, and virtualization software configurations.
- Understanding of network services, including DNS records, IP addressing, HOSTS routing, and basic diagnostic protocols.
- Ability to obtain background clearance as required by the government customer, including successfully passing the required fingerprint background check.
- Legal authorization to work in the U.S. indefinitely; employer work permit sponsorship is not available.
Nice To Haves
- A+ or Network+ certifications are valued.
- Prior experience with Motorola Solutions SaaS architectures such as Flex or Vesta CAD dispatch systems.
- Experience in emergency call handling or public safety dispatcher environments.
Responsibilities
- Manage collaboration across Support, Product Management, and Engineering to analyze incidents, investigate escalations, and track system outages to identify root causes.
- Document and communicate technical resolutions using corporate case-tracking software tools.
- Support cross-department updates so internal teams stay synchronized with operational changes.
- Write technical knowledge base entries as official job aids and educational resources.
- Continuously learn advanced software features and technical insights to expand team capabilities.
- Share product release notes and feature enhancements across the support organization.
- Provide customer support through voice, email, and live chat workflows.
- Participate in an after-hours on-call shift rotation to meet SLA obligations.
- Mentor engineering teammates through formal and informal system training programs to support service continuity.
- Organize daily queues, prioritize incoming incidents, and conduct accurate milestone evaluations under tight timelines.
- Apply AI prompting workflows to improve human performance and efficiency.
- Use customer retention techniques to support strong Net Promoter Scores and stable client partnerships.
Benefits
- Incentive bonus plans.
- Medical, dental, and vision benefits.
- 401(k) with company match.
- 10 paid holidays.
- Generous paid time off packages.
- Employee stock purchase plan.
- Paid parental and family leave.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
