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Technical Support Engineer for Software Solutions

hace 2 meses

Bogotá, Bogotá D.E., Colombia Motorola Solutions A tiempo completo

Job Overview

We are seeking a dedicated Software Solutions Support Engineer who will be responsible for providing advanced technical assistance to our clients utilizing Motorola's software solutions. The ideal candidate will possess a strong background in systems engineering and database management.

Key Qualifications

  • Degree in Systems or Electronic Engineering with extensive experience in Database Administration.
  • Proficiency in English is essential.
  • Mandatory knowledge and certification in SQL databases, including administration and reporting.
  • Experience or certification in HPe servers and VMWare server virtualization is preferred.
  • Familiarity with Windows server and Linux systems is advantageous.

Main Responsibilities

  • Deliver level III technical support to end customers and manage system operations, specifically addressing issues related to the PremierOne (P1) system.
  • Act as the primary liaison between Motorola Inc Support Teams and customers for escalated Level III cases.
  • Oversee the execution and monitoring of contracted service activities, ensuring adherence to project plans and budgets while escalating issues to the Territory Customer Success Manager (CSM).
  • Identify potential risks and implement appropriate actions or escalate as necessary, proposing alternative solutions for involved projects.
  • Serve as the main point of contact for internal teams within Motorola.
  • Generate reports regarding technical support activities.

Detailed Responsibilities

  • Provide technical assistance for all level III issues concerning P1 databases and system-related challenges.
  • Monitor P1 system performance, alerting customers to potential issues and assisting them in taking corrective measures.
  • Offer telephone support to clients, diagnosing and isolating faults via VPN access and system tools.
  • Conduct periodic visits to client operations to identify areas for improvement.
  • Maintain comprehensive project documentation and history.
  • Collaborate with the CSM to define schedules and timelines for project activities as necessary.
  • Adhere to the scheduled plan, tracking all activities effectively.
  • Coordinate support activities and deliveries from third-party vendors as required.
  • Work in conjunction with other Motorola internal teams to ensure timely support.
  • Manage field activities in collaboration with Field Engineers according to the established schedule.
  • Plan and coordinate software upgrades for projects with Motorola and customers.
  • Monitor and control agreed Service Level Agreements (SLAs) with customers.
  • Facilitate regular calls with customers to follow up on project progress.
  • Coordinate repairs and the Return Merchandise Authorization (RMA) process with Motorola vendors as needed.
  • Prepare comprehensive reports and updates for customers.
  • Analyze system operations to identify underutilized or misused features, recommending necessary adjustments.

Work Model

This position operates in a hybrid model.

Basic Requirements

Engineer with expertise in supporting clients utilizing Motorola software solutions, bilingual with a strong foundation in database systems management.

Travel Requirements

Minimal travel required, under 10%.

Relocation

No relocation assistance provided.

Position Type

Experienced role.

Referral Payment Plan

Available.

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.

We are committed to fostering a people-first and community-focused culture, empowering every employee to be their authentic selves and perform their best work.