Technical Support Technician (Hybrid)
About The Position
Motorola Solutions’ CMSO Software Enterprise Technical Support group delivers technology and tools to the public safety sector. The PremierOne Support team deploys and supports products including Computer Aided Dispatch, Records Management Systems, Jail Management Systems, and Mobile Data Computing. The role supports and configures critical hardware and software implementations for customers and serves as a technical contact for public safety systems. Although the posting title is Technical Support Technician, the description refers to the role as Senior Technical Support Engineer. The position is described as remote in the United States, while the posting title identifies it as hybrid. The work schedule includes nights, weekends, and holidays, and a rotational off-hours on-call responsibility to support emergency system restoration. The role is subject to a stringent fingerprint background check under the U.S. Department of Justice CJIS Security Policy. Travel is under 10%, and relocation is not provided.
Requirements
- Bachelor’s degree or at least 3 years of relevant experience.
- Ability to obtain background clearance as required by government customers.
- Legal authorization to work indefinitely in the United States; employer work permit sponsorship is unavailable.
- Experience configuring and maintaining MS SQL Server and MS Windows Server environments.
- Ability to use MS Ops Manager and desktop operating systems to identify performance bottlenecks.
- Ability to troubleshoot network and infrastructure issues, including basic routing, firewalls, and security rules.
- Ability to diagnose, isolate, and resolve multifaceted software and hardware issues.
- Professional customer relationship management and client engagement skills.
- Ability to participate in rotational off-hours on-call duties for system-critical issues.
Nice To Haves
- Advanced expertise in the PremierOne Application Suite or similar high-availability public safety platforms.
- Hands-on network infrastructure experience with F5 Load Balancers and Fortigate firewalls.
- Deep knowledge of relational database query writing, optimization, and SQL Server indexing.
Responsibilities
- Configure and support complex hardware and software systems deployed in public safety customer environments.
- Resolve critical customer issues received by phone, email, and web portal with professionalism.
- Collaborate across technical groups to improve workflows and deliver timely, high-quality resolutions.
- Troubleshoot and analyze system-level software, networking, and third-party components.
- Identify root causes of application failures and implement corrective measures to prevent recurrence.
- Maintain continuous operational availability of local and remote customer implementations.
- Work as a self-directed technical resource and collaborative team member.
- Share domain knowledge about application behavior and database performance with internal engineering groups.
- Participate in a rotational off-hours on-call schedule for emergency system restoration.
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
Senior
