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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department OverviewAt Motorola Solutions, safety and security are at the heart of everything we do. We build and connect technologies to help protect people, property, and places, enabling the collaboration between public safety agencies, defense, and enterprises that is critical for a proactive approach to safety and security. Our team provides Tier 4 technical escalation support for mission-critical emergency response systems, playing a vital role in our commitment to "Solving for safer".
Job Description
We are seeking a Sr. Systems Engineer to serve as a high-level technical escalation point for our Next-Generation 911 (NG911) call-taking and dispatching solutions. In this US-based remote role, you will diagnose and resolve complex system architecture, networking, and telephony issues that impact public safety operations.
We believe that everything starts with our people. As part of a close-knit engineering team, you will collaborate with Product Development and Field Services to validate emerging technologies, maintain lab configurations, and optimize system reliability. A Bachelor's degree or equivalent practical experience in technical support, system engineering, or public safety operations is welcomed.
Key Responsibilities:
System Operations & Technical Support
Provide Tier 4 technical support and escalation resolution for hardware, software, and network configuration issues within NG911 Call Taking and Dispatching solutions
Dissect complex system architectures, server infrastructure, and database layers to troubleshoot, replicate, and resolve critical incidents
Manage and resolve complex trouble tickets efficiently within service management tools, maintaining clear communication with customers and technical leadership
Technology Integration & Validation
Interface directly with Product Development and Technical Services to test, validate, and deploy future technologies, components, and software upgrades
Maintain individual product configurations in the technical support laboratory to support troubleshooting, documentation, and beta testing
Create Site Specific Method of Procedures (MOPs) and comprehensive technical workflow documentation to enhance operational standards
Cross-Functional Collaboration & Training
Deliver corporate-level technical training and knowledge transfer to customer support centers and field service technicians
Participate in the on-call rotation and work variable shifts as dictated by emergency public safety customer needs
Travel to customer sites when needed to fulfill onsite engineering support during staff absences or training shifts
Job Requirements:
Technical Expertise
Fluent English Communication to effectively convey complex technical details in written and oral formats
Operating Systems expertise in installing, configuring, and troubleshooting Windows Server 2008/2012, Windows 7/10, and Linux/UNIX environments
Networking & Infrastructure experience with LAN/WAN troubleshooting, Cisco CCNA concepts, Windows Domain architecture, and Active Directory integration
Telephony Systems knowledge covering Analog/Digital telephony, VoIP applications, PBX (Asterisk or similar), SS7, routing, and geo-spatial routing
Hardware & Systems troubleshooting experience spanning Dell/HP servers, desktop hardware, GIS, and database integrations
Professional Experience
Problem Solving under pressure while maintaining structured, effective communication with emergency response customers and executive leadership
Customer Relationship Management to build trust and deliver technical mentorship to external stakeholders and field personnel
Team Mentorship to support Technical Services operations, interview prospective engineering candidates, and assist with daily operational assignments
Preferred Qualifications
Microsoft MCSE or Cisco CCNA certifications
Direct experience supporting NG911 Call Taking or Dispatching solutions
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
Target Base Salary Range: $90,000- $100,000
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.
Basic Requirements
Bachelor's degree in a related field OR 5+ years of technical support experience
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.
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
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.
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