Customer Support Engineer

Process Adherence: Follow established Customer Support procedures while proactively identifying operational areas that require clarification or improvement.

License Management: Generate, track, and securely store digital licenses for RFeye software products.

RMA Tracking: Log and track customer Return Merchandise Authorizations (RMAs) in alignment with internal supply chain workflows.

Data Integrity: Ensure all support interactions, troubleshooting steps, and resolutions are precisely documented within the designated business systems.

Escalation Path: Escalate unresolved technical issues to higher-tier engineering teams, providing comprehensive context, log analysis, and reproducible data.

Voice of the Customer: Log, track, and internally champion customer-requested software features and bug fixes.

Cross-Functional Alignment: Partner closely with Field Application Engineers (FAEs), Development, and Test teams to accelerate complex issue resolution.

Product Optimisation: Provide actionable feedback to product teams regarding recurring software bugs, system usability gaps, or documentation shortcomings.

Knowledge Creation: Create and maintain customer-facing application notes, technical "how-to" guides, and reference documentation.

Continuous Improvement: Review user documentation regularly to identify gaps, propose technical updates, and build out internal knowledge bases for the team.

Field Support: Travel occasionally to customer or partner sites to support unique system deployments or advanced troubleshooting initiatives.

Effective Communication: Demonstrates exceptional written and verbal communication skills, with an ability to translate complex RF and networking issues into clear client updates.

Inquisitive Mindset: Possesses a natural curiosity and enthusiasm for learning specialized hardware, software, and radio frequency concepts.

Structured Problem Solving: Applies strong analytical thinking to replicate customer environments and execute root-cause analysis.

Customer Advocacy: Takes personal ownership of incoming issues from initial logging through to successful resolution.

Collaboration & Flexibility: Thrives in a dynamic, fast-paced team environment, adapting seamlessly to changing priorities and shifting technical scenarios.

Attention to Detail: Maintains a high level of professionalism, reliability, and precision when logging technical data and handling configurations.

RF Geolocation: Awareness of direction finding and geolocation concepts, such as Angle of Arrival (AoA) and Time Difference of Arrival (TDoA).

RF Instrumentation: Exposure to spectrum analyzers, signal identification software, or RF monitoring tools.

Customer Support: Previous experience in a technical helpdesk, customer-facing support engineering, or field services role.

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.

...Join our growing team today!

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EEO 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.