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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewThe Centralized Managed and Support Operations (CMSO) Critical Communications organization provides high quality support experiences for mission critical and commercial customers so they can accomplish their mission.
Job Description
Technical Support Engineer position provides technical support and coordinates activities as part of the Carrier On-shore Support offering of our WAVE On Cloud Platform. This high-visibility role works closely with Customers, Schaumburg NOC, and Tier 3 to ensure that all the PTT Issues are resolved and the customer’s experience of using PTT service is positive, seamless and satisfying.
Responsibilities:
Engineers will be responsible for helping to support 24x7 uptime and availability of production mission critical carrier connected services within the United States. Monitor and respond to system notifications and alerts and support customer issues as they are received.
Engineers should be responsible to provide 24/7 on-call, after hours support to satisfy the critical services agreed with the customer. On-call is scheduled in a weekly rotation.
Engineers should be available to work at least 1 weekend day.
Monitor application performance and working with customer regarding any issues, via phone or email.
Conduct system analysis, and configuration management
Able to troubleshoot complicated, cross platform issues handling OS, Networking, Database in a cloud-based SaaS environment and handle live production incidents, debug/troubleshoot application and infrastructure issues.
Document your system knowledge as you acquire it over time into knowledge articles within our Service Now System.
Keep up-to date with security and proactively identify, diagnose, and solve complex security issues
Preferred Sills and Qualifications:
3+ years of experience in DevOps, Support or Product deployment.
Strong relationship building skills & communication skills.
Good customer service skills.
Support, align efforts to meet customer and business needs.
Should have experience with ticketing tools like ServiceDesk, Jira or Service Now, .etc
Manage customer relationships and expectations by developing a communication process to keep others up-to-date on project results
Working closely with our engineering teams to understand their product requirements and how they build/test/deploy their software applications
Familiarity with Linux and UNIX systems (e.g. CentOS, RedHat) and command line system administration such as Bash, VIM, SSH.
Network routing, Load balancing and Networking protocols, a base knowledge of TCP/IP, with an understanding of HTTP and DNS
Basic programming and scripting skills (preferably bash, shell, perl, python, java, etc.)
Demonstrated understanding of ITIL methodologies, ITIL v3 or v4 certification
Demonstrable experience in Database like SQL, Hadoop, Couch Base, Grid gain..etc
Demonstrable experience in Containerization-Docker, orchestration (Kubernetes) and Microservices.
Target Base Salary Range: $75,000-$80,000
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
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Basic Requirements
3+ years of experience in DevOps, Support or Product deployment.
Bachelors Degree or Higher in in Networking, Engineering , or an IT related focus
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.
