Software Support Engineer

Software Support Engineer

Motorola Solutions is a global leader in mission-critical communications for enterprises and governments. Our solutions are built to deliver voice, video, data and analytics to help organizations make faster decisions when it matters most to save lives, protect people and reduce costs. A global leader in public safety and enterprise security, our innovations, devices, applications and services are used by more than 100 million people in over 70 countries. When lives are on the line, we're there.

About The Role

Software Support Engineers (SSE) support customer-facing mobile computers, accessories, infrastructure, and software. This includes providing remote technical assistance and troubleshooting of issues, as well as remotely viewing and controlling customer device screens in order to diagnose and solve problems. SSEs also create written guides and FAQs to help customers understand how to use products and troubleshoot common issues. In addition, they provide product training to customers via phone or online sessions. Finally, SSEs work closely with other teams such as Technical Publications, Quality Assurance, Product Management, Marketing, and Field Sales Engineering to ensure high quality products and excellent customer service.

What You Will Do:

• Respond to customer requests for technical assistance using available resources such as email, chat, telephone, webinar, etc.
• Provide technical advice to customers on the correct use of Motorola equipment and applications
• Diagnose and resolve technical issues with Motorola products either through remote desktop control or by walking customers through steps to resolve the problem themselves
• Escalate unresolved cases to senior engineers or other specialist departments
• Analyze and reproduce customer reported problems
• Identify new trends and issues which may require further investigation
• Develop and document standard operating procedures and guidelines
• Create user manuals and quick reference guides
• Train end users on proper use of equipment and application
• Deliver webinars/online demonstrations
• Perform product testing and certification
• Develop and execute scripted test plans

What You Will Bring To The Role:

Bachelor's degree in Computer Science or equivalent combination of education and experience. Minimum 2 years' previous work experience in a technical role. Experience working with computer hardware including peripherals and network connectivity. Strong communication skills both verbal and written. Strong organizational skills and attention to detail. Demonstrated ability to work independently and take initiative. Knowledgeable in Microsoft Office programs including Word, Excel, Outlook, PowerPoint and Teams. Working knowledge of Windows OS. Ability to quickly learn new systems and applications. Aptitude to communicate complex concepts to others. Proven interpersonal skills. Good problem solving skills. Strong teamwork skills. Critical thinking skills. Flexibility to work different shifts and weekends if needed.

Basic Requirements

Education and Skills Required:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Solid experience in IT operations, system administration, or DevOps roles.
• Working knowledge of ITIL4 practices (certification preferred).
• Strong skills in Windows Server administration, PowerShell scripting, and infrastructure troubleshooting.
• Experience with Linux administration and shell scripting (Bash).
• Proficiency in .NET (C#), Angular, and SQL/NoSQL databases.
• Familiarity with cloud platforms (especially Azure), including resource management and monitoring.
• Basic understanding of networking fundamentals (firewalls, DNS, VPNs, routing).
• Familiarity with tools like Jira, Confluence, GitHub, and Azure DevOps.

Desirable:

• ITIL Foundation v4 certification.
• Experience supporting mission-critical or safety-critical environments.
• Familiarity with Docker, Kubernetes, or infrastructure-as-code.
• Exposure to automated testing frameworks (e.g., Selenium, xUnit).
• Experience with service metrics, SLAs, and performance dashboards (e.g., Prometheus, Grafana, or Azure Monitor).

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.