Technical Support Engineer for Software Solutions

hace 2 semanas

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

Job Overview

We are seeking a dedicated Software Solutions Support Engineer to provide expert technical assistance and support for our 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 Management.
  • Proficient in English communication.
  • Essential knowledge and certification in SQL databases, including administration and reporting.
  • Experience or certification in HPe servers and VMWare virtualization technologies.
  • Familiarity with Windows and Linux server environments.

Primary Responsibilities

  • Deliver level III technical support to customers, addressing issues related to the PremierOne (P1) system.
  • Act as the main liaison between the Motorola Support Teams and customers for escalated Level III cases.
  • Oversee the execution and monitoring of contracted service activities, ensuring adherence to project timelines and budgets.
  • Identify potential risks and propose solutions or alternatives to mitigate them during project involvement.
  • Serve as the primary contact for internal teams within Motorola.
  • Generate reports on technical support activities.

Detailed Responsibilities

  • Provide comprehensive technical support for all level III issues related to P1 databases and systems.
  • Monitor system performance and alert customers to potential issues, assisting them in implementing corrective measures.
  • Offer remote technical support via VPN access, diagnosing and isolating faults using system tools.
  • Conduct periodic client visits to assess operations and identify improvement opportunities.
  • Maintain thorough documentation and history of all project activities.
  • Collaborate with Customer Success Managers to define schedules and timelines for project tasks.
  • Ensure all activities are tracked according to the established schedule.
  • Coordinate support efforts and deliveries from third-party vendors as necessary.
  • Work closely with other Motorola teams to ensure timely support.
  • Manage field activities in collaboration with Field Engineers based on project schedules.
  • Plan and coordinate software upgrades for projects with Motorola and customers.
  • Monitor compliance with agreed SLAs with customers.
  • Facilitate regular follow-up calls with customers regarding project status.
  • Coordinate repairs and RMA processes with Motorola vendors as needed.
  • Prepare comprehensive reports and updates for customers.
  • Analyze system usage to identify underutilized features and recommend necessary adjustments.

Work Environment

This position operates in a hybrid model.

Basic Requirements

Engineering degree with expertise in supporting clients utilizing Motorola software solutions, along with bilingual proficiency and database management skills.

Travel Requirements

Minimal travel expected, under 10%.

Relocation

No relocation assistance provided.

Position Type

Experienced level position.

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

We are committed to fostering an inclusive and accessible recruiting experience for candidates with disabilities or other health conditions.

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