[Remote] Customer Support Engineer
Note: The job is a remote job and is open to candidates in USA. Motorola Solutions is a global leader in technology solutions that enhance public safety and security. The Customer Support Engineer will interface with customers to analyze and resolve technical issues, providing support and training for Avtec’s systems.
Responsibilities
- Prioritize and provide customer support and technical issue resolution via e-mail, phone and other electronic medium
- Determine most cost-effective repair/resolution to minimize customer downtime
- Enter and track issues in a tracking database, keeping customers apprised of work status, and drive all issues to closure
- Must be able to relay detailed instructions to customers and interpret documents including technical operating manuals and maintenance instructions
- Escalate product performance issue (software/hardware) within the tools provided (Salesforce, Rally, etc.) and work with Senior Support Engineers and Engineering towards resolution
- Issue Return Material Authorizations (RMA’s) per company policy which may include additional steps to create quotes, placing collection calls, and resolving part number variances
- Provide after-schedule support on an as needed basis
- Work collaboratively with the Sales team to support pre-sales system designs and technical presentations
- Attend software development re-cap meetings and provide input to the Product and Engineering teams
- Provide on-site customer support service/training on an as needed basis, up to 25% of time
Skills
- Graduating with a Bachelor's degree on or before July 2026
- OR 2+ years of experience in software, networking, IT, public safety, wireless or related field
- Windows OS/Applications configuration and troubleshooting
- IP Network troubleshooting
- Read and interpret log files
- Proficient in Wireshark
- Virtualization
- SQL Database
- IP Radio Technologies
- IP Telephony
- Preferred candidates will live in South Carolina
Benefits
- 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
Company Overview
Company H1B Sponsorship