Wave Technical Support Engineer

Department Overview

The Technical Support Organization (TSO) supports a global customer base for advanced and mission critical digital communications systems. These systems are the go-to technology for customers around the world who need clear, instant and reliable voice and data communications. The Broadband Push To Talk team is supporting the WAVE high-performance, mission critical PTT platform and related technologies. The WAVE can be linked to a private or public LTE network and Land Mobile Radio (LMR) networks, providing sub-second call performance to hundreds of thousands of users on ruggedized handhelds, two-way radios and consumer smartphones.

Job Description

We are seeking a strong graduate or someone interested in a technical support engineer role with a passion for technology and flawless analytical and communication skills.

• Able to troubleshoot complicated, cross-platform issues handling OS, Networking, and Database in a cloud-based SaaS environment and handle live production incidents, debug/troubleshoot application and infrastructure issues
• Troubleshoot, debug and drive ‘Push-To-Talk' solution issues to resolution by joining live troubleshooting calls with customers, capturing application logs, and network captures, and escalating the issue to a next-level engineer if necessary.
• The role is one of second/third line support with a primary interface to partners or field support teams on one side, and development engineering on the other.
• The position is a highly varied role focusing on the resolution of customer issues in a timely manner. The role is mainly office based; however travel to customer sites may be required in order to resolve those issues that cannot be resolved remotely.
• The department provides 24x7x365 cover to all our customers globally and as such all Technical Support Engineers will be expected to be part of the Out of Hours on call support.
• You will be a team player and possess strong communication skills. You must also be flexible and adaptable, as well as be able to use your initiative to present and communicate ideas confidently. It is important you have excellent analytical thinking and problem solving skills as you will be expected to do your own research and investigation.
• Develop a high level of understanding of Motorola Solutions Broadband products and architecture to be able to support external and internal customers in the resolution of technical issues
• Liaise between the engineering departments and external as well as internal customers coherently in written and spoken English.
• Take ownership of customers’ issues and ensure that customers’ expectations are met
• Follow Customer Issue Resolution processes
• Use Motorola Solutions owned Broadband systems to reproduce and /or troubleshoot customer issues, as well as to gain knowledge of future software updates
• Review existing tools and approaches and make recommendations on improvements or new functionality. 
• Stay current on new and emerging technologies
• Contribute to knowledge base articles
• To comply with ISO27001 Information Security Policy

Essential:

• Basic Networking Protocols 
• A background in Linux/Unix Administration
• Web-based applications debugging
• Docker and Azure Basics [Understanding of Virtualized Environments]
• Basic understanding of AWS Cloud Watch
• Strong analytical and problem solving skills
• Attention to detail
• Bachelor's Degree in Telecommunications / IT / Relevant Field
• Experience with Android and mobile OS
• Able to tackle customer calls effectively.
• Able to communicate fluently in English both written and spoken (Other languages will be an advantage)
• Able to be on-call on a weekly rotation basis including weekends and public holidays
• Ability to work efficiently in an international team
• Availability to work in our office in Kraków (Czerwone Maki 82) - hybrid mode.

Desirable:

• Around 2 years experience in a technical customer facing environment is a distinct advantage
• Knowledge of ITIL
• Azure DevOps 
• Database administration​​
• Linux Administration and Shell Scripting
• Kubernetes and Docker
• VPN
• Hardware troubleshooting
• Basic Networking skills
• Basic Radio Telecommunications systems knowledge
• Network Security / Firewalls basics 
• Knowledge of LTE (Long Term Evolution) technologies

We’ll support you in this new challenge with coaching & development. Furthermore, to reward your work you’ll get:

• Strong team-oriented culture.
• Comfortable work conditions (high class offices, parking space).
• Team's Learning Days, Awesome Days, Patent Days.
• Possibility to participate in hackathons and Alpha projects.
• Volleyball field and grill place next to the office.
• Lots of sport activities such as Moto football league, Wakeboarding, Snowboarding, e-gaming league etc.
• Private medical & dental coverage.
• Life insurance.
• Employee Stock Plan.
• IP Tax Relief.
• Training and broad development opportunities.