Ecosystem Support Specialist (Hybrid)

About the role

Everything starts with our people. As an Ecosystem Support Specialist, you are a vital link within a close-knit community focused on delivering a premier "Assisted Experience". This role actively advocates for our customers, bridging the gap between users, engineering, and product development. We prioritize an inclusive, supportive environment where you can grow your tech career while contributing to real-world outcomes.

Responsibilities

• Manage relationships and collaboration across Support, Product Management, and Engineering groups to analyze incidents, investigate escalations, and track system outages to locate root causes
• Drive documentation and communication of technical resolutions within corporate case-tracking software tools
• Support cross-department updates to help ensure internal teams remain fully synchronized with incoming operational changes
• Cultivate knowledge ecosystem by authoring critical technical knowledge base entries, expanding team capabilities, and sharing immediate product release notes and feature enhancements across the wider support framework
• Provide an exceptional customer experience across voice, email, and live chat workflows
• Participate in an after-hours on-call shift rotation to satisfy strict SLA obligations
• Mentor engineering teammates through formal and informal system training programs to help ensure service continuity

Requirements

• Technical Expertise: Application Troubleshooting to isolate faults in complex hardware, networking components, and third-party software integrations; Operating Systems knowledge including Microsoft Windows, Active Directory structures, and virtualization software configurations; Network Services comprehension involving DNS records, IP addressing schemes, HOSTS routing, and basic diagnostic protocols (A+ or Network+ certifications valued)
• Professional Experience: Workload Optimization to structure daily queues, prioritize incoming incident responses, and execute accurate milestone evaluations under tight timelines; Innovative Technology Adoption including experience applying AI prompting workflows to scale human performance and efficiency; Customer Retention techniques with a focus on upholding exceptional Net Promoter Scores (NPS) and stabilizing client partnerships

Qualifications

• Minimum of High School Diploma or GED
• 2+ years’ experience working in a help desk related environment

Preferred Qualifications

• Prior experience working directly with Motorola Solutions SaaS architectures such as Flex or Vesta CAD dispatch systems
• Background operating within emergency call handling environments or public safety dispatcher environments

Benefits

• Target Base Salary Range: $65,000 - $70,000
• Basic Requirements: Minimum of High School Diploma or GED; 2+ years’ experience working in a help desk related environment; 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.
• Relocation Provided: None
• Position Type: Experienced
• Referral Payment Plan: Yes

Additional Information

• Our U.S. Benefits Include: Incentive Bonus Plans, Medical, Dental, Vision benefits, 401K with Company Match, 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.