Technical Support Specialist - Video Surveillance

About the role

Motorola Solutions, a global leader in mission-critical communications and analytics, is hiring a Technical Support Specialist in Krakow. Reporting to a Technical Support Team Lead or Manager, the specialist resolves or escalates critical customer issues efficiently, with a strong customer-first mindset and a systematic approach to troubleshooting hardware, software and systems. The role sits within the Video Division, which develops AI-based surveillance solutions.

Key responsibilities

• Maintain a strong understanding of Motorola Solutions software and products, focusing on On-Prem Video Management, cameras and access control.
• Troubleshoot hardware, software and systems over the phone, chat and remotely.
• Document software, hardware and network information concisely in a case management system.
• Deliver an excellent customer experience during calls, emails, chat and escalations.
• Prioritise between inbound calls, open cases, live chat, email requests and repairs.
• Collaborate with regional and global support teams.
• Work on call for after-hours and weekend emergency support.
• Keep learning new skills, technologies and products.

Required profile

• Fluent reading, writing and speaking of English, able to explain complex technical issues to customers of all skill levels.
• Self-starter who can work independently and collaborate with minimal supervision.
• Ability to handle complex situations while troubleshooting and communicating with all stakeholders.
• Agile, resourceful learner with strong attention to detail.
• Preferred: 2+ years of customer support experience in video surveillance, access control, telecommunications, cloud software, enterprise hardware or IT helpdesk; bachelor's degree or diploma with a technical background; certifications such as CCNA, MCSA or CompTIA A+; 1+ year of CRM experience; familiarity with KCS methodology.

Required skills

• Applying technical concepts to troubleshooting procedures.
• Installing, configuring and troubleshooting software and hardware.
• IP networking fundamentals: routers, VLANs, RTP, TCP/IP, UDP, IGMP and multicasting.

What we offer

• Relocation provided.
• Travel requirement of 10-25%.
• Referral payment plan.