Company OverviewAt 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 OverviewDepartment Description Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers. At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally. Job DescriptionReporting to the Technical Support Manager, the Technical Support Lead is responsible for owning the customer experience through managing day-to-day operations within the Technical Support organization. In addition, this role oversees the team's performance levels, queue coverage, and resources time utilization in order to meet the department's KPIs. You will be responsible for coaching, mentoring and guiding a team of Technical Support Agents. You will also be responsible for developing and maintaining a strong understanding and knowledge of MSI products in order to be successful in this role. A strong customer-focused mentality will be key, along with the ability to instill this amongst team members. Basic RequirementsKey Responsibilities - Stay on top of all queues, ensure service levels are met, and assist the support team when necessary. - Perform ticket spot checks and ensure that Support standards are met in every customer interaction. - Support various approaches such as regular scheduled 1-1s team huddles, side by side sit-ins, remote monitoring to provide coaching and guidance to direct reports in their daily activities by fostering a collaborative and trusting environment through effective and open communication. - Create initiatives that address knowledge gaps and improve the quality of our responses, escalations, and the overall customer experience. - Have a high-level knowledge of all MSI Fixed Video products - Manage all aspects of personnel performance including hiring, onboarding & terminations, coaching & skills development, regular performance reviews, change management, ongoing performance management/improvement & disciplinary functions and ad hoc requests. - Cultivate a motivating and encouraging team environment for high employee engagement. Recognize and celebrate individual and team successes. - Ensure critical customer issues are addressed as soon as possible, including acting on customer feedback through CSAT surveys, by connecting with them via callbacks. - Collaborate with all internal & external stakeholders to achieve common goals & objectives while also pushing for support for Technical Support specific interests, where & when applicable - Undertake various primeships as per Management Team's needs & requirements in addition to Team Lead duties - Work closely with the Technical Support Manager on development & execution of Strategic plans & initiatives tied to overall vision. Basic Qualifications - 3-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- 6-7 years of relevant experience, additional prior vocational or technical education will be considered an asset. - 2-3 years technical support experience supporting enterprise level applications - 1-2 years plus experience leading a team in a Technical Support environment is a plus. - Experience working in environments using the KCS Methodology. - Strong working knowledge of Motorola Solutions products, especially Unity, Pelco and/or Alta platforms. - Excellent communication skills both written and verbal, with the ability to manage customer expectations. - Strong organizational skills and attention to detail. Preferred Qualifications - Familiarity with Salesforce, Google Workspace, Jira, and Slack. - Background in surveillance systems, networking, or enterprise software deployment - Previous project management experience or PMP certification is a plus. - Certifications such as, but not limited to: CCNA, MCSA, MTA, LFS, MCSE, CompTIA A+, ITIL. Additional Information - This role is hybrid. - Flexible working hours and shifts. Travel RequirementsNone Relocation ProvidedNone Position TypeExperienced Referral Payment PlanNoEEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

• Investigate and resolve customer technical issues across cloud security posture management, vulnerability scanning, threat detection, container/Kubernetes security, identity & access management, network analysis, and data security • Troubleshoot cloud connector and integration failures across AWS, Azure, GCP, OCI, and SaaS platforms - including IAM/permissions issues, network connectivity, API authentication, and scanning infrastructure • Diagnose workload scanning and runtime security issues including outpost deployment, sensor configuration, registry scanning, malware detection, and file integrity monitoring • Analyze vulnerability findings - triage false positives, validate detection accuracy, investigate SBOM/SCA results, and assess secret detection and patch management coverage • Support shift-left security workflows including CI/CD scanning, IaC security, admission controllers, Kubernetes connectors, and code/version control scanning • Design and implement automation that scales the support offering - leveraging AI agents, agentic workflows, and tooling to improve triage accuracy and resolution efficiency • Participate in on-call rotation for after-hours, holiday, and weekend support coverage

• Partnering with our customers as an extension of their IT, engineering, and DevOps organizations • Primary point of contact to resolve a broad range of technical issues • Ensuring customers remain happy with our products and services • Working with customers to own and solve their technical problems • Acting as the main contact to proactively analyze and solve technical issues • Collaborating with internal cross-functional teams to drive problems to resolution

As an Open Organization built on open source software, Red Hat values innovation, solid technical acumen, customer focus, leadership, and the creativity that impacts the customer experience across a range of products. The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced Senior Technical Support Engineer with Linux networking experience to join us. In this role, you will build on your expertise with Red Hat technologies, namely Red Hat Enterprise Linux (RHEL) running on hybrid cloud, while providing outstanding technical support to our customers. You'll work closely with our developer and quality engineering (QE) teams to incorporate customer feedback and make Red Hat Enterprise Linux (RHEL) an even better product. The customers you'll interact with are often last level technical contacts on the customer's side, like system administrators, architects, and solution engineers. You will be a part of the unique Red Hat culture, enriched with various principles and initiatives, such as Open Management Practices, Open Decision Framework, and diversity and inclusion. With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. You will get the opportunity to be a part of several Recognition programs to reward and celebrate yours and others' success. This job is a very important centerpiece between our customers and developer teams and is essential to perfect our product quality and customer experience. Successful applicants must reside in a country where Red Hat is registered to do business. What you will do - Support Red Hat's customers on various network related issues for Red Hat Enterprise Linux (RHEL) and Red Hat products on different hybrid cloud solutions - Diagnose and troubleshoot complex technical problems across different components like Packet loss, bonding and teaming, IPv4 and IPv6, Control Groups, firewall (iptables) Load Balancer, network interface controllers (NICs), as well as provide the root cause analysis - Build on your expertise by going through intensive onboarding, which includes taking Red Hat Enterprise Linux (RHEL) Certifications, like Red Hat Certified Engineer (RHCE) - Constantly work on your skills so you can keep up with the latest technology trends as well as new products and features in Red Hat's portfolio - Consult the customer cases with in-house support engineers and developers to promote creative solutions and improve customer experience - Contribute to the global Red Hat knowledge management system - Collaborate with your colleagues on different side projects, contribute to the success of the global team, and contribute to the open source community - Manage workload to ensure that all customer issues are timely handled and managed to resolution What you will bring - 3+ year(s) of experience with Linux for the enterprise sector - Professional working experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment - Linux operating system installation, configuration, upgrades, and maintenance experience - Excellent communication skills, ability to analyze and effectively resolve complex customer issues. Ability in communicating / fluency in Mandarin is a must. - Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus - Passion for problem-solving and investigation of the most complex customer and technical problems - Passion knowledge, ability to further grow and enhance your technical and interpersonal skills - Ability to work as part of a team, open-minded, and collaborative approach - Bachelor's degree or equivalent working experience - Knowledge of containers is a big plus - Knowledge of networking, firewall, security, clustering, web servers, and databases using Linux is a plus - Experience with non x64 architectures is a plus - Familiarity with Linux scripting languages is a plus Plus to have - Experience providing Enterprise level technical support; experience providing support to customers consuming Paas or Saas technologies is a plus - Experience working with hosted platform environments, managed application services, or large scale application deployments. - Background in Linux or Unix operating systems. - Proficient with Linux troubleshooting tools such as curl, wireshark and crash analysis - Familiarity with cloud technologies and platforms such as Azure, containers, and Kubernetes - Prior experience with Azure, CRI-O, Kubernetes, containers and openvswitch, are a plus - Familiar with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms are a plus - Comfortable with logging issues and working with issue tracking tools such as Jira - Commitment to providing the best experience possible for Red Hat’s customers #LI-SH4 About Red Hat Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Inclusion at Red Hat Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village. Equal Opportunity Policy (EEO) Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law. Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee. Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.