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Job Title: Vigilant Technical Support Supervisor - US Hybrid
Company Name: Motorola Solutions, Inc.
Location: Fort Worth, TX United States
Position Type: Full Time
Post Date: 01/23/2023
Expire Date: 03/29/2023
Job Categories: Computers, Software, Customer Service and Call Center, Government and Policy, Healthcare, Practitioner and Technician, Information Technology, Law Enforcement, and Security, Legal, Broadcasting/Communications, Quality Control, Medical
Job Description
Vigilant Technical Support Supervisor - US Hybrid

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

VaaS, a “video analysis as a service” company, is a leading global provider of data and image analytics for vehicle location. The company’s image capture and analysis platform, which includes fixed and mobile license plate reader cameras driven by machine learning and artificial intelligence, provides vehicle location data to public safety and commercial customers. Acquired in January 2019, this new product offering will expand the Motorola Solutions command center software portfolio with the largest shareable database of vehicle location information that can help shorten response times and improve the speed and accuracy of investigations. The Technical Support Team works to ensure that all products are functioning as designed with customers’ contacting the support department via Phone, or email, that auto generates a support ticket.

The Technical Support Supervisor is responsible for overseeing the daily operations of the technical support team, assigned by product line, as well as participating as an active member of that team. The Technical Support Team Supervisor will be expected to lead by example, organize work, build reports, handle escalations, and ensure shift coverage throughout the week and on holidays, as well as ad hoc projects, and training.

Job Description

  • Oversee the day-to-day operations of the Product Specific Technical Support Team

  • Be the main point of contact for all escalations involving the DRN tech support

  • ​Oversee the response to and resolution all client’s concerns

  • Provide oversight, coaching, training, knowledge resource, and escalation point for all Support employees

  • Hiring, supervision, and performance management of the Technical Support Team 

  • Ensure timely and accurate set up of all systems

  • Phone Support during regular business hours and on-call availability during off hours

  • Test systems to ensure they are working correctly

  • Meet deployment timelines and give accurate assessments of completion dates for installations

  • Maintain a log of customer interactions for future learning

  • Help with the creation of training material

  • Monitor Chat sessions to ensure coverage for volume of sessions, monitor unanswered sessions and quality of sessions

  • Build credibility and trust within the support group

  • Record and track team SLAs and workflows

  • Monitor team performance and report on metrics

  • Additional duties as assigned

Preferred Qualifications:

  • Associates Degree (Applied Science preferred) and 2+ year experience in technical support

  • OR 4+ years Technical Support experience

  • Minimum one year supervisory experience

  • Availability to work a flexible schedule as needed, including planned and unplanned overtime, which may include weekends

  • Amazing communication skills, as well as great people skills to train, motivate and manage a team

  • Powerful organization and planning skills to schedule people and manage urgent priorities in real time and in a detail-focused and results-driven way

  • Demonstrates professionalism and empathy in customer interactions

  • Has the ability to learn and adapt quickly to new information and technology and can effectively relay those changes to the team

  • Strives to build strong working relationships with those on their team as well as cross-functional relationships

  • Capable of handling multiple demands and can readily shift priorities to support direct reports in daily tasks

  • Able to process information and move quickly through problem resolution

  • Must be able to pass CJIS Certification for all 50 states

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.



Basic Requirements

  • Associates Degree and 2+ year experience in technical support.

  • OR 4+ years Technical Support experience.

  • Must be able to obtain background clearance as required by government customer.

  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy.  We strongly encourage all employees to be fully vaccinated.  Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.  These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Travel Requirements

Under 10%

Relocation Provided


Position Type


Referral Payment Plan


Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits effective Day 1
  • 401K with Company Match and Day 1 vesting
  • 9 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
  • and more!

EEO Statement

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

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Contact Information
Contact Name:
Company Name: Motorola Solutions, Inc.
Contact Email:
Company Description:
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
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