The posting
Company Overview
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 Overview
At Motorola Solutions, we are "Solving for safer." Our ALPR (Automatic License Plate Recognition) Technical Support team delivers critical technical and administrative expertise that keeps our safety and security ecosystem operating seamlessly. By supporting vital technologies and resolving complex issues, we help ensure our customers stay connected and operational in the moments that matter.
Job Description
We are seeking a forward-thinking, self-directed professional who thrives in an agile support environment. As an ALPR Technical Support Technician, you will drive customer issue resolution, maintain system integrity, and collaborate across teams to enhance overall service delivery. In this role, you will bring strong analytical skills, proactive initiative, and a commitment to continuous improvement while upholding our people-first culture and high operational standards.
Key Responsibilities:
Customer Incident Resolution & Triage
- Serve as the primary technical point of contact to manage, triage, and resolve incidents via phone, email, and digital communication channels
- Document detailed triage steps, track system outages through service restoration, and drive functional escalations according to established service level agreements (SLAs)
- Control customer situations professionally by setting clear expectations and maintaining effective communication throughout the resolution process
Knowledge Management & Process Improvement
- Resolve known technical issues using knowledge articles and author new documentation for newly identified system solutions
- Provide constructive input to build and refine support workflows while maintaining data integrity across all core database systems
- Maintain current operational knowledge of system applications while complying with security, quality, and operational standards
Performance & Collaborative Engagement
- Respond promptly to customer incidents to meet key performance metrics and support service level agreements (SLAs)
- Build effective working relationships with internal and external partners to collaborate seamlessly across functional teams
- Participate in training programs to continually advance technical capabilities and contribute to ongoing service enhancements
Job Requirements:
Technical Expertise
- Technical Troubleshooting to analyze, triage, and resolve complex software and hardware incidents
- Database Systems Integrity to maintain, update, and ensure accuracy across core operational databases
- Knowledge Base Authoring to document new solutions and expand technical resolution resources
- SLA & Performance Metrics Compliance to ensure timely incident resolution and maintain high service standards
Professional Experience
- Cross-Functional Collaboration to work seamlessly across teams and build strong working relationships with internal and external partners
- Customer Situation Management to communicate expectations clearly and maintain control during high-pressure outages
- Time Management & Prioritization to manage daily tasks and priorities independently with minimal supervision
- Written & Verbal Communication to deliver clear, professional technical documentation and customer updates
Preferred Qualifications
- Prior experience supporting Automatic License Plate Recognition (ALPR) platforms or related security technologies
- Familiarity with ITIL framework practices or formal incident escalation procedures
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: $45,000- $52,000
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
- High School Diploma
- 2+ years of experience in a Technical role.
- Ability to obtain required background clearance as mandated by MSI and the customer.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
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.
