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
As a key unit within the Customer Support organization, our team directly supports partners and customers in resolving technical issues with Motorola Solutions’ Video Security and Access Control products
We serve as a vital link between frontline support specialists, Product Management, and Engineering to accelerate complex escalations. Our department emphasizes collaborative problem-solving, agent mentorship, and institutional knowledge sharing to build long-term organizational capability
We foster a transparent, customer-first culture that values open communication, teamwork, and continuous career growth
The Technical Support Engineer or Technical Support Escalation Point (TSEP) is a senior technical role within the Customer Support organization
The TSEP serves as a high-level technical resource supporting internal stakeholders (Sales, Product, Engineering) and external partners for the Video Security and Access Control portfolio
Acting as a bridge between frontline support and engineering, the TSEP provides advanced technical guidance, leads complex investigations, and accelerates the resolution of complex escalations while fostering a culture of cooperative problem-solving, technical leadership, and continuous organizational improvement
Advanced Troubleshooting & Technical Escalation: Serve as the primary technical escalation point for Support Specialists, investigating and resolving complex software, hardware,



networking, and Video Management Systems (VMS) issues using the OSI model and systematic troubleshooting logic
Technical Swarming: Lead and participate in technical swarms for high-impact or complex cases, establishing clear hypotheses, coordinating troubleshooting actions, and working collaboratively alongside specialists rather than relying on traditional case handoffs
Stakeholder & Engineering Collaboration: Partner closely with Product and Engineering teams to communicate use cases, flag defects, construct reproducible problem statements, validate fixes or workarounds, and drive product quality improvements
Mentorship & Upskilling: Provide real-time coaching and mentorship to Support Specialists during technical investigations, sharing troubleshooting best practices and product knowledge to build overall team capability
Knowledge Management: Act as a Knowledge Centered Service (KCS) Champion by converting escalation findings into concise case notes, reusable troubleshooting documentation, known-issue articles, and internal Knowledge Base content
Case & Investigation Guidance: Review complex or stalled cases to identify paths forward, ensure proper diagnostic evidence is collected prior to further escalation, and guide specialists while preserving case ownership with the assigned agent
Problem & Trend Identification: Analyze technical issue trends and escalation patterns to surface recurring defects or systemic problems, leading workflow optimization projects to improve support efficiency




Technical Proficiency: Maintain deep technical expertise across IP networking (RTP, TCP/IP, IGMP), operating systems, and diagnostic tools such as Wireshark, PowerShell, Dell iDRAC, and HP iLO
Operational Agility: Manage a diverse workload effectively, including participation in weekend on-call rotations and flexible shifts in a hybrid office environment
Benefits Flexible work models
Paid time off
Paid parental and family leave
Health care benefits
Global wellness resources
Employee assistance programs
Rotation programs
Mentor relationships
Learning and development opportunities
Retirement benefits
Employee bonuses
Stock grants & employee stock purchase plans
Bachelor’s Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer-related fieldTechnical Expertise & Tooling: Deep understanding of IP networking integrations (RTP, TCP/IP, IGMP), VMS (Video Management Systems), scripting, and diagnostic tools (Wireshark, PowerShell, Dell iDRAC, HP iLO); relevant certifications (CCNA, CCNP, CompTIA A+, etc.) are highly valued5+ years of relevant experience in an IT/Tech support environment (including senior technical support, technical account management, or escalation management)Communication & Mentorship: Exceptional written and verbal communication skills with the proven ability to translate complex technical concepts for diverse audiences, coach support agents, and author technical documentationOperational Requirements: Ability to work in a hybrid office setting (twice per week) and handle weekend on-call shifts as requiredTroubleshooting & Swarming: Demonstrated track record of systematic technical troubleshooting, leading technical swarms, and collaborating cross-functionally with Engineering, Product, and Sales teams

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📌 Technical Support Engineer (British Columbia)
🏢 Motorola Solutions
📍 British Columbia