• Provide day-to-day IT support for approximately 90 employees, handling 30–80 monthly support requests across a range of L1 technical issues • Serve as the primary helpdesk contact, delivering timely and effective support via phone, email, and messaging platforms • Administer and maintain Microsoft 365 environments, including Exchange, Teams, SharePoint, and Intune • Manage employee onboarding and offboarding processes, including account creation, license assignment, access provisioning, and equipment setup • Perform routine IT tasks such as password resets, email alias creation, user permissions, and basic system troubleshooting • Support device management, including configuration and maintenance of laptops and mobile devices • Assist with IT documentation, knowledge base development, and process improvements to enhance efficiency and user experience • Collaborate with internal teams and external IT vendors or managed service providers as needed • Maintain a high level of customer service, ensuring a positive and supportive experience for all employees • Identify opportunities to streamline IT workflows, improve systems, and enhance overall support operations

• Investigate and resolve escalated production issues impacting providers and patients. • Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes. • Diagnose issues at the system level - including configuration, integrations, and workflow behaviour - not just restarting services, but understanding why something is failing. • Identify and replicate bugs, and escalate internally with clear documentation. • Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases. • Document repeatable troubleshooting processes, system behaviours, and workarounds; contribute to process and tooling improvements. • Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed. • Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.

Role Description This role is focused on helping Seeq’s global Technical Support organization scale its effectiveness, efficiency, and quality. You will build AI agents, workflows, and process automations that help make our world-class support team even more capable as we continue to grow our customer and user base. We are looking for an exceptional engineer who understands customer support operations, processes, and data and can: - Build AI-powered systems to improve support workflows end to end - Create actionable insights and recommendations that drive improvements You will work at the intersection of technical support, workflow automation, applied AI, analytics, and operational design to streamline how support work is routed, investigated, escalated, synthesized, and improved, with the direct goal of improving customer experience and satisfaction. What You Will Do - Build operations intelligence workflows that help Seeq’s Technical Support team act earlier, faster, and with better judgment. - Work closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to understand how support works across regions, time zones, and escalation paths, then turn those insights into systems that improve the operation. - Design and implement workflows that reduce manual effort, improve consistency, and accelerate high-value support work across ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data gathering, and root-cause-oriented investigation. Examples of systems you may build or extend include: - AI-assisted ticket triage and routing - Case summarization and escalation preparation tools - Knowledge retrieval workflows for support engineers - Operational insights from ticket patterns, response trends, and escalation signals You understand that excellent support operations are about improving real workflows such as issue intake, customer communication, troubleshooting, handoffs, backlog management, and trend detection. You turn analysis into recommended actions for Support, Engineering, Product, and Customer Success. You will translate operational data into actionable intelligence, including support tickets, product usage context, case metadata, response patterns, escalation signals, and internal knowledge sources, delivering the right insights to the right people at the right time. You know how to apply modern AI and software tooling with rigor and judgment. You can identify where agentic systems genuinely improve throughput and quality, where deterministic automation is better, and how to combine the two safely in production support workflows. You will also help shape how Seeq operates in an AI-assisted world by creating systems, prompts, tooling, documentation, and conventions that make support workflows easier to execute correctly and easier to improve over time. Qualifications - Exceptional engineer with strong systems thinking and operational judgment - Experience building internal tools, workflow automation, operational analytics, or AI-powered systems - Deep understanding of human workflows and operations intelligence - Highly effective in Python and comfortable working across APIs, data pipelines, workflow systems, and applied AI tooling - Thoughtful about operational quality, clarity, observability, and maintainability - Strong in written communication, able to create documentation, playbooks, prompts, and operating conventions - Strong ownership and agency, capable of analyzing trends and carrying improvements through to production - Motivated by helping customer-facing teams succeed Requirements - At least 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or related technical work - Experience working with modern AI tooling, including LLMs, agentic workflows, prompt design, evaluation, and human-in-the-loop operational systems - Proficient in Python, APIs, and software development frameworks used to automate and operationalize complex workflows - Experience building production-grade internal tools and AI-powered systems - Strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or other service operations environments - Highly effective at translating messy operational processes and data into scalable systems, actionable intelligence, and measurable improvements - Excellent problem-solving and analytical skills, with great attention to detail - Excellent communication and collaboration skills, able to work effectively in a cross-functional team environment Benefits - Competitive salary plus bonus incentives ($125,000 - 170,000 USD) - 12-week paid Seeq family leave - Unlimited PTO - Internet and mobile phone reimbursements - Medical benefits - Group term life insurance - Short-term and long-term disability insurance pre-tax benefits - Voluntary vision and dental (ortho) - Vacation bonus program - Employee Assistance Program - Generous home office allowance - Pet-friendly workspace - A supportive and collaborative team environment

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 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. Our critical communications, video security and command centre technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. On any given day, every moment matters to someone, somewhere. And every moment, Motorola Solutions’ innovations, products and services play essential roles in people’s lives. We help firefighters see around buildings and police officers see around street corners. We keep utility workers connected and visible to each other with real-time voice and data communication across the smart grid. And we provide the situational awareness first responders need when a moment brings catastrophe. We help people be their best in their moments that matter. Guardian is a call taking & dispatching platform used by emergency service operators across the UK & Europe. We help 999 or 112 operators answer calls from the public and dispatch out nearby responders, enabling the right response when every second counts, and ultimately helping our customers save lives. As our solution has grown from a small startup to one of the leading offerings for Fire & Police agencies, our customers now trust us to solve more of their problems. You will help us innovate across the Guardian portfolio by working under our senior product leads to refine our core call taking & dispatching offerings, while also getting the chance to carve your own path by leading development for an expansion product. The Guardian team is distributed across the UK, with hubs in Glasgow, Leicester, and Hemel. We currently have around 150 employees. We have a relaxed but hard-working environment where jeans and t-shirts are the norm and good ideas, and debate are encouraged. Our daily work is remote and often asynchronous, with workflows managed via Google Chat & collaborative documents in G-Suite. However, you’ll also have the opportunity to join us for frequent in person work & social events like post-work pints, Flight Club darts, or our annual all-hands in Prague. Job DescriptionThis is a primarily remote role, requiring occasional travel to offices for training or team meetings, and to customer sites. This role is responsible for strategically managing the client service experience for critical application issues, ensuring the delivery of service excellence that consistently meets and exceeds Service Level Agreement (SLA) commitments. Once proficient, you will serve as a trusted technical consultant, partnering directly with clients to conduct deep-dive root cause analysis and articulate complex problems using their domain terminology. You will own the resolution lifecycle end-to-end, which involves conducting technical diagnostics, developing effective patches and immediate workarounds, strategically coordinating specialised engineering resources, and expertly communicating progress to clients through clear, digestible updates. Furthermore, you will actively contribute to the continuous improvement of support knowledge bases and operational toolsets. Beyond issue resolution, you will be a key contributor to the broader service delivery. This includes actively engaging with clients through front-line support channels to provide timely advice and expert assistance, whilst maintaining the integrity of client engagement records, and performing critical functions such as system maintenance, application upgrades and platform support. You will utilise these opportunities to enhance client relationships and contribute to the team’s overall success in proactive service management. This role will be a vital part of our commitment to continuous service availability by participating in the on-call rota. This requires providing decisive, available after-hours support for critical, urgent client issues. While the current commitment is typically one week in every four, this frequency is subject to change based on evolving business needs and team structure. Responsibilities: - Serve as the definitive technical expert, taking full ownership of all support issues across the entire product and service provision. - Command and coordinate the response during major incidents, driving the resolution process to achieve guaranteed timely service restoration in line with agreed SLA’s. - Function as the critical liaison between customers and internal teams (Product, Engineering and Testing), mandating and tracking the implementation of necessary fixes to resolve client issues. - Execute deep-dive Root Cause Analysis (RCA) to systematically identify and permanently eliminate underlying systemic issues, owning the implementation of effective, long-term preventative solutions. - Maintain and secure customer environments, taking direct responsibility for ensuring all solutions are current, optimised, and compliant with security protocols. - Own the creation, accuracy, and accessibility of the knowledge base, technical guides, and FAQs, ensuring documentation is a reliable and primary resource for both customers and support personnel. - Commit to continuous service availability by participating in the on-call rota and providing decisive, available after-hours support for critical issues. - Champion and drive process improvements, taking accountability for their successful implementation and measurable impact on support efficiency and customer satisfaction metrics. - Mentor and coach junior support engineers, sharing technical knowledge and best practices to develop their skills and elevate the overall capability of the support team. - Cultivate and sustain high-value customer relationships, actively ensuring deep understanding of their strategic needs and consistently delivering service outcomes that guarantee satisfaction. - Lead the support and deployment aspects of customer projects, including product enhancements, migrations, and deployments, ensuring seamless transition and minimal disruption for in-life clients. - Provide mandated, evidence-based recommendations for enhancing the quality, deliverability, and long-term supportability of our product portfolio. Basic Requirements - Demonstrated experience managing complex technical escalations within enterprise software ecosystems, with a track record of resolving high-priority issues independently. - Advanced troubleshooting skills with a focus on Root Cause Analysis and preventing issue recurrence. - Strong working knowledge of ITIL methodologies. - Exceptional ability to translate highly technical concepts into updates for both technical and non-technical customer stakeholders. - A proactive approach to identifying, documenting and mitigating operational and technical risks before they impact the customer journey. - The ability to remain composed and make critical, high-stakes decisions during after-hours on-call emergencies or system outages. Must be able to attain NPPV3 and SC clearance. Must be a resident of the UK for a minimum of 3 years to obtain. In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get: - Competitive salary and bonus schemes - Two weeks additional pay per year (holiday bonus). - 25 days holiday entitlement + bank holidays. - Attractive defined contribution pension scheme. - Private medical insurance. - Employee stock purchase plan. - Flexible working options. - Life assurance. - Enhanced maternity and paternity pay. - Career development support and wide ranging learning opportunities. - Employee health and wellbeing support EAP, wellbeing guidance etc. - Carbon neutral initiatives/goals. - Corporate social responsibility initiatives including support for volunteering days. - Well known companies discount scheme. #LI-HW1 Travel RequirementsUnder 10% Relocation ProvidedNone Position TypeExperienced Referral Payment PlanYes CompanyMotorola Solutions UK LimitedEEO 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.