Ecosystem Support Specialist (Hybrid)

Motorola Solutions•Westminster, CO

1d•Hybrid

About The Position

Motorola Solutions is seeking an Ecosystem Support Specialist to join their CommandCentral Customer Support Team. This role is crucial for maintaining vital systems and ensuring customer safety and security. The specialist will act as a liaison between users, engineering, and product development, focusing on delivering a premier 'Assisted Experience'. The company emphasizes a supportive environment for career growth and 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.