Technical Support Engineer

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.

Aperçu de l’entreprise

Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations, des écoles, des hôpitaux, des entreprises et, finalement, des nations. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Reporting to the Technical Support Engineering Manager, you will serve as a high-level technical resource supporting internal stakeholders (Sales, Product, Engineering) and external partners for our Video Security and Access Control portfolio. You will act as a bridge between frontline support and engineering, ensuring complex escalations are resolved efficiently while fostering a culture of continuous improvement and technical excellence.

• Advanced Troubleshooting & Resolution: Resolve complex software, hardware, and network issues by applying the OSI model and systematic logic, maintaining high quality and composure under pressure.

• Stakeholder Collaboration: Proactively partner with Product and Engineering teams to communicate use cases, flag defects, and develop workarounds that improve product performance and the user experience.

• Mentorship & Upskilling: Lead "Intelligent Swarming" and coaching initiatives to upskill frontline agents, sharing extensive product knowledge and troubleshooting best practices.

• Knowledge Management: Act as a KCS (Knowledge Centered Service) Champion, creating and maintaining technical documentation and concise case records to empower the broader support organization.

• Process Improvement: Identify trends in technical issues and lead projects to optimize support workflows, demonstrating a "team-first" mentality and a drive for organizational efficiency.

• Technical Proficiency: Maintain expertise in IP networking (RTP, TCP/IP, IGMP), various operating systems, and diagnostic tools like Wireshark, PowerShell, Dell iDRAC, and HP iLO.

• Operational Agility: Manage a diverse workload including weekend on-call rotations and flexible shifts, with the ability to work independently or collaborate effectively in a hybrid office environment.

Qualifications

• Experience: 5+ years in a technical support environment, with a degree/diploma in Computer Science or Engineering.

• Technical Skills: Deep understanding of networking integrations, VMS (Video Management Systems), and scripting; relevant certifications (CCNA, CCNP, CompTIA A+, etc.) are highly valued.

• Soft Skills: Exceptional written and verbal communication skills with the ability to translate complex technical concepts for diverse audiences.

Target Base Salary Range: $72,000- $82,000 CAD 

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.

• 5 years of relevant experience in an IT/Tech support environment

• Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field.

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.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un  handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.