About this role
About the Role As an Ecosystem Support Specialist, you are a vital link within a close-knit community focused on delivering a premier "Assisted Experience". This role actively advocates for our customers, bridging the gap between users, engineering, and product development. We foster an inclusive, supportive environment where you can grow your tech career while contributing to real-world outcomes. What You'll Do
- Cross-Functional Collaboration: Manage relationships across Support, Product Management, and Engineering to analyze incidents, investigate escalations, and track system outages to locate root causes.
- Documentation & Communications: Drive documentation of technical resolutions within corporate case-tracking tools and keep internal teams synchronized with operational changes.
- Knowledge Ecosystem & Sharing: Author critical knowledge base entries; expand team capabilities by absorbing advanced software features and insights; share release notes and enhancements across the support framework.
- Customer Experience Excellence: Provide an exceptional customer experience across voice, email, and live chat; participate in after-hours on-call rotations; mentor engineering teammates through system training. What We're Looking For
- Technical Expertise: Application troubleshooting; Windows OS; Active Directory; virtualization; network services; DNS, IP addressing, HOSTS, routing; basic diagnostic protocols; A+ or Network+ valued.
- Professional Experience: Workload optimization; AI prompting workflows adoption; customer retention with strong NPS focus; incident SLA management.
- Education & Authorization: High school diploma or GED; 2+ years in a help desk environment; ability to obtain government background clearance; legal authorization to work in the U.S. without sponsorship. Nice to Have
- Prior experience with Motorola Solutions SaaS architectures such as Flex or Vesta CAD dispatch systems.
- Background in emergency call handling or public safety dispatcher environments.
- CJIS Security Policy compliance awareness. Compensation & Benefits
- Salary: USD 65,000 - 70,000 per year.
- Benefits include: Incentive bonus plans; medical, dental, vision; 401K with company match; 10 paid holidays; generous paid time off; Employee Stock Purchase Plan; paid parental & family leave; and more.