Senior Technical Support Manager - Alta

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

Safety and security are at the heart of everything we do at Motorola Solutions. In our never-ending pursuit to help keep people safer everywhere, we build and connect technologies to protect people, property, and places. Our ecosystem of solutions unifies mission-critical communications, video security systems powered by responsibly-built AI, and command center technologies. Within the Video Security & Access Control (VS&A) organization, we focus on driving proactive outcomes that seamlessly connect those in need with those who can help, ensuring that our enterprise technologies deliver technical excellence as part of a collective "Solving for safer" ecosystem.

Job Description

We are seeking a Senior Technical Support Manager for Alta North America to serve as a strategic leader within our support organization. In this role, the selected candidate will empower the team to deliver world-class service while scaling our internal operations. Everything starts with our people, and we are committed to fostering an inclusive environment where individuals thrive, explore their curiosities, and maximize their real-world impact.

The chosen professional is a strategist who understands that support is a critical component of the product lifecycle. Acting as the primary bridge between technical support teams and Product/Engineering departments, this leader helps to ensure that the "voice of the customer" directly influences our product roadmap while maintaining rigorous operational standards. This role balances human empathy with analytical rigor, guiding dynamic teams to resolve challenges with speed and confidence.

Key Responsibilities:

Strategic Support Operations

• Analyze and maintain key support metrics to deliver comprehensive support health and customer satisfaction trends to the VS&A leadership team

• Lead the integration of Knowledge Centered Support, Collaborative Support, Community Engagement, and other forward-looking support methodologies to scale workflows

• Act as the ultimate point of escalation for clients and internal technical support issues, resolving high-stakes scenarios efficiently

Cross-Functional Collaboration

• Work closely with partners and end customers to understand technical needs and represent their perspectives within the support vision

• Collaborate with Product & Engineering teams to establish structured programs for software quality tracking, new product training, and cross-functional capability development

• Partner with executive leadership to outline support health metrics, serving as the primary point of contact for trend analysis

Team Empowerment & Transformation

• Champion a people-first culture by providing cognitive shortcuts, professional coaching, and modern tools to reduce team fatigue

• Foster an inclusive environment that capitalizes on individual strengths and balances technical performance with continuous growth

• Oversee shift mitigation, task prioritization, and operational readiness within a high-velocity environment to elevate overall support delivery

Target Base Salary Range: $155,000- $165,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• Bachelor's degree

• 5+ years of experience leading a technical support team or managing people

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

Travel Requirements

Under 10%

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