Technical Support Engineer

Job Title

This is a primarily remote role, requiring occasional travel to offices for training or team meetings, and to customer sites.

Job Description

This role is responsible for strategically managing the client service experience for critical application issues, ensuring the delivery of service excellence that consistently meets and exceeds Service Level Agreement (SLA) commitments. Once proficient, you will serve as a trusted technical consultant, partnering directly with clients to conduct deep-dive root cause analysis and articulate complex problems using their domain terminology. You will own the resolution lifecycle end-to-end, which involves conducting technical diagnostics, developing effective patches and immediate workarounds, strategically coordinating specialised engineering resources, and expertly communicating progress to clients through clear, digestible updates. Furthermore, you will actively contribute to the continuous improvement of support knowledge bases and operational toolsets.

Beyond issue resolution, you will be a key contributor to the broader service delivery. This includes actively engaging with clients through front-line support channels to provide timely advice and expert assistance, whilst maintaining the integrity of client engagement records, and performing critical functions such as system maintenance, application upgrades and platform support. You will utilise these opportunities to enhance client relationships and contribute to the team's overall success in proactive service management.

This role will be a vital part of our commitment to continuous service availability by participating in the on-call rota. This requires providing decisive, available after-hours support for critical, urgent client issues. While the current commitment is typically one week in every four, this frequency is subject to change based on evolving business needs and team structure.

Responsibilities

• Serve as the definitive technical expert, taking full ownership of all support issues across the entire product and service provision.
• Command and coordinate the response during major incidents, driving the resolution process to achieve guaranteed timely service restoration in line with agreed SLA's.
• Function as the critical liaison between customers and internal teams (Product, Engineering and Testing), mandating and tracking the implementation of necessary fixes to resolve client issues.
• Execute deep-dive Root Cause Analysis (RCA) to systematically identify and permanently eliminate underlying systemic issues, owning the implementation of effective, long-term preventative solutions.
• Maintain and secure customer environments, taking direct responsibility for ensuring all solutions are current, optimised, and compliant with security protocols.
• Own the creation, accuracy, and accessibility of the knowledge base, technical guides, and FAQs, ensuring documentation is a reliable and primary resource for both customers and support personnel.
• Commit to continuous service availability by participating in the on-call rota and providing decisive, available after-hours support for critical issues.
• Champion and drive process improvements, taking accountability for their successful implementation and measurable impact on support efficiency and customer satisfaction metrics.
• Mentor and coach junior support engineers, sharing technical knowledge and best practices to develop their skills and elevate the overall capability of the support team.
• Cultivate and sustain high-value customer relationships, actively ensuring deep understanding of their strategic needs and consistently delivering service outcomes that guarantee satisfaction.
• Lead the support and deployment aspects of customer projects, including product enhancements, migrations, and deployments, ensuring seamless transition and minimal disruption for in-life clients.
• Provide mandated, evidence-based recommendations for enhancing the quality, deliverability, and long-term supportability of our product portfolio.

Basic Requirements

Proven experience as an application support engineer or in a similar role within the software industry. Experience in a customer facing role. Exceptional organisational and communication skills. Understand ITIL methodologies. Ability to identify and manage risks effectively, with a proactive approach to problem solving. Strong analytical skills with the ability to interpret and present data clearly. Ability to work under pressure and meet tight deadlines.

Must be able to attain NPPV3 and SC clearance. Must be a resident of the UK for a minimum of 3 years to obtain.

In return for your expertise, we'll support you in this new challenge with coaching and development every step of the way. Also, to reward your hard work you'll get:

• Competitive salary and bonus schemes.
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Employee stock purchase plan.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount scheme.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions UK Limited

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.