Technical Success Administrator – Emergency Call Management

Motorola Solutions

Technical Success Administrator focusing on Emergency Call Management at Motorola Solutions. Supporting cloud integration and providing technical assistance to ensure customer satisfaction and software usage.

Posted 6/3/2026full-timeRemote • Florida, Minnesota, Mississippi, Montana • 🇺🇸 United StatesMid-LevelSenior💰 $115,000 - $130,000 per yearWebsite

Tech Stack

Tools & technologies

CloudLinuxUnixVoIP

About the role

Key responsibilities & impact

This position will be a Technical Success Administrator role, focused on Emergency Call Management (ECM) within the CCSW Technical Success Team.
The role will be responsible for ECM Hybrid-Cloud adoption by driving the activation and deep integration of cloud-based products and components ensuring they work seamlessly with the agency's infrastructure and workflow.
The System Manager role will assist in delivery configuration and workflow tuning as well as technical administration partnership and coaching.
The Technical Success Administrator - ECM will provide advanced technical support of Public Safety software solutions in a fast-paced environment and will be an escalation point for no/low adoption customers.
Must have strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, Telco knowledge, supporting software applications, and diagnosing complex system architectures.
Must be diligent at researching, troubleshooting, understanding customer workflow needs, and demonstrating solutions.
Resolving post-deployment, non-break/fix Ad-Hoc ECM Service Requests
Diagnosing low-usage red flags and removal of underlying technical blockers
Configuration & Workflow Tuning across the ECM cloud suite and legacy Vesta 911 product utilized in Vesta Hybrid environments
Advanced mapping configuration to integrate supplemental data layers, floor plans and other functionality to ensure maximum situational awareness for Users
Remote and Keyboard-Side coaching to build Customer Administrator proficiency and system management independence
Manage and lead our relationship throughout the length of the customer engagement
Ensure that customer satisfaction goals are met both with internal business partners and externally and with the customer
Procure and coordinate any internal resources that may be needed to drive results
Remotely diagnose customer concerns and facilitate incident management as applicable
Travel in the US and Canada if onsite presence is required.

Requirements

What you’ll need

Bachelor’s degree in Computer Science (or related degree) or equivalent work experience
4+ years of customer support experience
3+ years of IT support experience
Strong written and oral communication skills. (Fluent in English, oral and written)
Strong soft skills, interpersonal communication, and problem-solving skills.
Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.
Working knowledge of Analog and Digital Telephony
Microsoft MCSE or equivalent experience
Cisco CCNA certifications or related experience
In depth installation, configuration, and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 10 Operating Systems
Experience with Windows Domain architecture/ integration / Active Directory
Experience in providing Linux/UNIX technical support to customers
Experience with troubleshooting various server/desktop hardware related issues
Experience with Servers (Dell and HP)
Experience troubleshooting LAN/WAN
Experience with VOIP applications
Experience troubleshooting 3rd party application integration

Benefits

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Emergency Call Management (ECM)Hybrid-Cloud adoptiondesktop supportnetworkingrouter configurationswitch troubleshootingtelephony hardwareWindows ServerLinux/UNIX supportVOIP applications

Soft Skills

communication skillsinterpersonal communicationproblem-solving skillsstress managementcustomer satisfactioncoachingworkflow understandingtechnical administrationrelationship managementtroubleshooting

Certifications

Bachelor’s degree in Computer ScienceMicrosoft MCSECisco CCNA