Ecosystem Support Specialist (Hybrid)

Motorola Solutions•West Valley City, UT

2d•$65,000 - $70,000•Hybrid

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Within the CommandCentral Customer Support Team, we focus on delivering the crucial connections and insights required to keep vital systems running smoothly. We build and connect technologies to help protect people, property and places, ensuring our customers have "Solving for safer" capabilities in every moment they serve. As an Ecosystem Support Specialist, you are a vital link within a close-knit community focused on delivering a premier "Assisted Experience". This role actively advocates for our customers, bridging the gap between users, engineering, and product development. We prioritize an inclusive, supportive environment where you can grow your tech career while contributing to real-world outcomes.

Requirements

Application Troubleshooting to isolate faults in complex hardware, networking components, and third-party software integrations
Operating Systems knowledge including Microsoft Windows, Active Directory structures, and virtualization software configurations
Network Services comprehension involving DNS records, IP addressing schemes, HOSTS routing, and basic diagnostic protocols (A+ or Network+ certifications valued)
Workload Optimization to structure daily queues, prioritize incoming incident responses, and execute accurate milestone evaluations under tight timelines
Innovative Technology Adoption including experience applying AI prompting workflows to scale human performance and efficiency
Customer Retention techniques with a focus on upholding exceptional Net Promoter Scores (NPS) and stabilizing client partnerships
Minimum of High School Diploma or GED
2+ years’ experience working in a help desk related environment
Must be able to obtain background clearance as required by government 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 working directly with Motorola Solutions SaaS architectures such as Flex or Vesta CAD dispatch systems
Background operating within emergency call handling environments or public safety dispatcher environments

Responsibilities

Manage relationships and collaboration across Support, Product Management, and Engineering groups to analyze incidents, investigate escalations, and track system outages to locate root causes
Drive documentation and communication of technical resolutions within corporate case-tracking software tools
Support cross-department updates to help ensure internal teams remain fully synchronized with incoming operational changes
Author critical technical knowledge base entries to serve as an official job aid and educational repository
Expand team capabilities by continuously absorbing advanced software features and technical insights
Share immediate product release notes and feature enhancements across the wider support framework
Provide an exceptional customer experience across voice, email, and live chat workflows
Participate in an after-hours on-call shift rotation to satisfy strict SLA obligations
Mentor engineering teammates through formal and informal system training programs to help ensure service continuity