Technical Support Engineer

Motorola Solutions
Full_time•Bulgaria

📍 Job Overview

  • Job Title: Technical Support Engineer
  • Company: Motorola Solutions
  • Location: Bulgaria Offsite (ZBU99)
  • Job Type: On-site
  • Category: Technical Support Engineer
  • Date Posted: 2025-06-25
  • Experience Level: Mid-Senior level (5-10 years)

🚀 Role Summary

  • Key Responsibilities:
    • Collaborate with cross-functional stakeholders to resolve technical issues.
    • Identify and address product defects and improvement opportunities.
    • Mentor and upskill frontline support agents using Intelligent Swarming techniques.
    • Drive resolution of defects and product improvements with engineering teams.
    • Influence troubleshooting best practices across technical stakeholders.

📝 Enhancement Note: This role requires a strong team-first mentality, systematic troubleshooting approach, and curiosity to identify and address opportunities within the Support organization.

💻 Primary Responsibilities

  • Technical Support & Troubleshooting:

    • Proactively collaborate with stakeholders to uncover and solve users' problems.
    • Communicate with product leads and engineers to bring forth use cases on product and process improvements.
    • Identify and flag instances of product defect and issue trends, while solutioning for temporary workarounds.
    • Actively work with engineering teams to drive resolution of defects and product improvements.
    • Influence troubleshooting best practices to all technical stakeholders.

  • Case Management & Documentation:

    • Concisely document software, hardware, and network information in a case management system.
    • Provide an exceptional customer experience during calls, emails, chats, and escalations.

  • Mentoring & Knowledge Sharing:

    • Act as a KCS Champion and assist with creating new content and maintenance of existing inventory.
    • Use your extensive MSI products and processes knowledge to mentor colleagues and help with upskilling.

  • Project Leadership & Improvement:

    • Prioritize between tasks such as mentoring the customer support team, attending escalations with customers, collaborating with engineering & development, and leading improvement projects.
    • Continuously learn new skills, technologies, and products, keeping up with MSI's pace of innovation.

📝 Enhancement Note: This role involves a high level of multitasking, prioritization, and maintaining effective communication with all stakeholders while troubleshooting critical issues.

🎓 Skills & Qualifications

Education & Experience:

  • Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer-related field (or equivalent experience).
  • 4-5 years of relevant experience (or 7 years without a degree).

Required Skills:

  • Expert understanding of Avigilon Unity Video Surveillance and Access Control products.
  • Strong level of knowledge of integrations and networking.
  • Experience in creating and running scripts via PowerShell or similar technologies.
  • Experience working in environments using the KCS Methodology.
  • Management experience will be beneficial.

Preferred Skills & Certifications:

  • Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.
  • Experience with Database clusters utilizing Postgres.
  • Completion of relevant courses like LIL6086: CCNA2, LIL0858: CompTIA Security+, LIL6085: CCNA1.

📊 Web Portfolio & Project Requirements (N/A - Technical Support Role)

💵 Compensation & Benefits

Salary Range: Not specified. Research shows that Technical Support Engineers in Bulgaria with 5-10 years of experience typically earn between 25,000 BGN and 35,000 BGN per year (approx. 13,500 EUR - 18,700 EUR).

Benefits:

  • Not specified. Common benefits for Technical Support Engineers include health insurance, retirement plans, and professional development opportunities.

Working Hours: 40 hours per week, with the possibility of working overtime during peak periods.

📝 Enhancement Note: Salary and benefits information should be verified directly with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: Motorola Solutions is a global leader in mission-critical communications and analytics, focusing on public safety, video security, and command center software.

Company Size: Medium to large-sized organization with a global presence and a strong focus on teamwork and collaboration.

Founded: 1928 (as Motorola Inc.), with the Video Security and Access Control division having a rich history and extensive product portfolio.

Team Structure:

  • The Technical Support team is part of the Video Security and Access Control division.
  • The role reports to the Support Manager and collaborates with various internal and external stakeholders, including frontline support teams, Sales, Product, Engineering, partners, and customers.

Development Methodology:

  • The team follows a structured approach to troubleshooting, using the KCS (Knowledge-Centered Service) methodology to capture, structure, and manage knowledge.
  • Agile and Intelligent Swarming techniques are employed to resolve issues efficiently and effectively.

Company Website: Motorola Solutions

📝 Enhancement Note: Motorola Solutions places a strong emphasis on teamwork, collaboration, and continuous learning to drive innovation and success in the mission-critical communications and analytics industry.

📈 Career & Growth Analysis

Technical Support Career Level: This role is at the mid-senior level, requiring a high degree of technical expertise, strong troubleshooting skills, and the ability to mentor and upskill junior team members.

Reporting Structure: The role reports to the Support Manager and has the opportunity to influence and collaborate with various internal and external stakeholders.

Technical Impact: The Technical Support Engineer plays a critical role in ensuring customer satisfaction, driving product improvements, and maintaining the high-quality standards of Motorola Solutions' products.

Growth Opportunities:

  • Technical Growth: Develop expertise in Motorola Solutions' products and expand your knowledge of networking, databases, and scripting technologies.
  • Leadership Growth: Gain experience in mentoring, coaching, and leading improvement projects, preparing you for potential leadership roles within the organization.
  • Product & Process Improvement: Identify and address opportunities within the Support organization, driving continuous improvement and enhancing the customer experience.

📝 Enhancement Note: This role offers significant opportunities for professional growth, both technically and in terms of leadership development, within the dynamic and innovative environment of Motorola Solutions.

🌐 Work Environment

Office Type: On-site, with the possibility of remote work during specific situations or projects.

Office Location(s): Bulgaria Offsite (ZBU99), with the possibility of traveling up to 25% of the time.

Workspace Context:

  • The workspace is designed to foster collaboration and knowledge sharing, with a focus on efficient issue resolution and customer satisfaction.
  • The team uses various tools and platforms to manage cases, track progress, and document solutions.
  • The work environment encourages continuous learning and adaptation to new technologies and products.

Work Schedule: The role requires a standard 40-hour workweek, with the possibility of overtime during peak periods or critical issues.

📝 Enhancement Note: The work environment at Motorola Solutions is designed to support the team's success in delivering exceptional customer experiences and driving continuous improvement.

📄 Application & Technical Interview Process

Interview Process:

  1. Phone/Video Screen: A brief conversation to assess communication skills, technical proficiency, and cultural fit.
  2. Technical Assessment: A hands-on assessment of troubleshooting skills, networking knowledge, and familiarity with Motorola Solutions' products.
  3. Behavioral & Situational Questions: An in-depth discussion to evaluate problem-solving skills, adaptability, and customer focus.
  4. Final Interview: A meeting with the hiring manager or a panel of stakeholders to discuss the role, company culture, and growth opportunities.

Portfolio Review Tips (N/A - Technical Support Role):

Technical Challenge Preparation:

  • Brush up on your networking knowledge, focusing on IP networking, routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting.
  • Familiarize yourself with the OSI model and gain hands-on experience with tools like Wireshark and PowerShell.
  • Develop a strong understanding of Motorola Solutions' products, particularly Avigilon Unity Video Surveillance and Access Control systems.

ATS Keywords:

  • Technical Support, Troubleshooting, Networking, Video Surveillance, Access Control, Customer Experience, Database Management, Interpersonal Communication, Problem Solving, Analytical Skills, Documentation, Mentoring, Agile Learning, Operating Systems, Scripting, Collaboration, KCS Methodology, Intelligent Swarming, Customer Satisfaction, Product Improvement, Technical Leadership.

📝 Enhancement Note: The interview process for this role is designed to assess your technical proficiency, problem-solving skills, and cultural fit within the Motorola Solutions team.

🛠 Technology Stack & Web Infrastructure (N/A - Technical Support Role)

👥 Team Culture & Values

Motorola Solutions' Values:

  • Customer Focus: Putting customers at the center of everything we do, ensuring their satisfaction and success.
  • Innovation: Pursuing new ideas, technologies, and approaches to drive continuous improvement and growth.
  • Integrity: Acting with honesty, transparency, and accountability in all our actions.
  • Quality: Delivering high-quality products, services, and experiences that exceed customer expectations.
  • Teamwork: Collaborating and working together to achieve common goals and drive success.

Collaboration Style:

  • Cross-functional Integration: Working closely with various internal and external stakeholders, including frontline support teams, Sales, Product, Engineering, partners, and customers.
  • Code Review Culture: Encouraging knowledge sharing and continuous learning through mentoring, coaching, and collaborative problem-solving.
  • Knowledge Sharing: Actively contributing to the KCS knowledge base and maintaining existing inventory to enhance the team's collective expertise.

📝 Enhancement Note: Motorola Solutions fosters a culture of collaboration, innovation, and continuous learning, empowering team members to drive exceptional customer experiences and technical excellence.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Escalation Management: Effectively handling and resolving complex technical issues escalated from frontline support teams and customers.
  • Product Defect Identification: Identifying and addressing product defects and improvement opportunities, working closely with engineering teams.
  • Networking Complexities: Troubleshooting and resolving network issues, utilizing the OSI model and various networking protocols.
  • Customer Expectation Management: Balancing customer expectations, prioritizing tasks, and maintaining effective communication during critical issues and escalations.

Learning & Development Opportunities:

  • Technical Skill Development: Expanding your knowledge of Motorola Solutions' products, networking, databases, and scripting technologies.
  • Leadership Development: Gaining experience in mentoring, coaching, and leading improvement projects, preparing you for potential leadership roles within the organization.
  • Product & Process Improvement: Identifying and addressing opportunities within the Support organization, driving continuous improvement and enhancing the customer experience.

📝 Enhancement Note: This role presents numerous challenges and growth opportunities, allowing you to develop your technical expertise, leadership skills, and customer focus within the dynamic and innovative environment of Motorola Solutions.

💡 Interview Preparation

Technical Questions:

  • Networking Fundamentals: Explain the OSI model, TCP/IP, UDP, IGMP, and Multicasting. Describe how these protocols work together to enable communication between devices on a network.
  • Troubleshooting Scenarios: Walk through real-life troubleshooting scenarios, demonstrating your ability to identify, diagnose, and resolve technical issues using a systematic approach.
  • Motorola Solutions Products: Showcase your in-depth understanding of Avigilon Unity Video Surveillance and Access Control systems, highlighting your experience with installation, configuration, and troubleshooting.

Company & Culture Questions:

  • Customer Focus: Describe how you ensure customer satisfaction and exceed their expectations when facing technical challenges and escalations.
  • Teamwork & Collaboration: Explain how you have worked effectively with cross-functional teams in previous roles, highlighting your ability to collaborate and drive success in a dynamic environment.
  • Adaptability & Continuous Learning: Discuss your experience with learning new technologies, products, or processes, and how you have applied this knowledge to drive improvement and innovation.

Portfolio Presentation Strategy (N/A - Technical Support Role):

📝 Enhancement Note: Prepare thoroughly for the technical interview process, focusing on your networking knowledge, troubleshooting skills, and familiarity with Motorola Solutions' products. Demonstrate your customer focus, teamwork, and adaptability to make a strong impression on the hiring team.

📌 Application Steps

To apply for this Technical Support Engineer position:

  1. Submit your application through the Motorola Solutions careers portal.
  2. Review the job description and ensure your resume highlights your relevant technical skills, experience, and achievements.
  3. Prepare for the phone/video screen by practicing your communication skills and brushing up on your technical knowledge.
  4. Research Motorola Solutions' products, company culture, and industry trends to demonstrate your enthusiasm and commitment during the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Application Requirements

Candidates should have 4-5 years of relevant IT experience or 7 years without a degree, with certifications being beneficial. Strong knowledge of networking, troubleshooting, and Motorola Solutions products is essential.