ALPR Technical Support Technician

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview At Motorola Solutions, we are "Solving for safer." Our ALPR (Automatic License Plate Recognition) Technical Support team delivers critical technical and administrative expertise that keeps our safety and security ecosystem operating seamlessly. By supporting vital technologies and resolving complex issues, we help ensure our customers stay connected and operational in the moments that matter.

We are seeking a forward-thinking, self-directed professional who thrives in an agile support environment. As an ALPR Technical Support Technician, you will drive customer issue resolution, maintain system integrity, and collaborate across teams to enhance overall service delivery. In this role, you will bring strong analytical skills, proactive initiative, and a commitment to continuous improvement while upholding our people-first culture and high operational standards.

Customer Incident Resolution & Triage Serve as the primary technical point of contact to manage, triage, and resolve incidents via phone, email, and digital communication channels Document detailed triage steps, track system outages through service restoration, and drive functional escalations according to established service level agreements (SLAs) Control customer situations professionally by setting clear expectations and maintaining effective communication throughout the resolution process Knowledge Management & Process Improvement Resolve known technical issues using knowledge articles and author new documentation for newly identified system solutions Provide constructive input to build and refine support workflows while maintaining data integrity across all core database systems Maintain current operational knowledge of system applications while complying with security, quality, and operational standards Performance & Collaborative Engagement Respond promptly to customer incidents to meet key performance metrics and support service level agreements (SLAs) Build effective working relationships with internal and external partners to collaborate seamlessly across functional teams Participate in training programs to continually advance technical capabilities and contribute to ongoing service enhancements Job Requirements: Technical Expertise Technical Troubleshooting to analyze, triage, and resolve complex software and hardware incidents Database Systems Integrity to maintain, update, and ensure accuracy across core operational databases Knowledge Base Authoring to document new solutions and expand technical resolution resources SLA & Performance Metrics Compliance to ensure timely incident resolution and maintain high service standards Professional Experience Cross-Functional Collaboration to work seamlessly across teams and build strong working relationships with internal and external partners Customer Situation Management to communicate expectations clearly and maintain control during high-pressure outages Time Management & Prioritization to manage daily tasks and priorities independently with minimal supervision Written & Verbal Communication to deliver clear, professional technical documentation and customer updates Preferred Qualifications Prior experience supporting Automatic License Plate Recognition (ALPR) platforms or related security technologies Familiarity with ITIL framework practices or formal incident escalation procedures This position is subject to working in high security areas governed by