Ecosystem Support Specialist (Hybrid)
Core
Bridge the gap between users, engineering, and product development to deliver a premier 'Assisted Experience' and advocate for customers.
Role type
Senior IC Ecosystem Support Specialist
Builds
Technical knowledge base entries, documentation, and communication of resolutions
Domain
Public safety technology / CommandCentral SaaS
Deliverable
dashboards & analysis
Required skills
Application troubleshooting, Operating Systems knowledge, Network Services comprehension, Workload optimization, Customer retention, AI prompting workflows
Preferred skills
Motorola Solutions SaaS architecture experience, Emergency call handling environment experience
Technologies
Microsoft Windows, Active Directory, Virtualization software, DNS, IP addressing, HOSTS routing
Responsibilities
Manage cross-functional collaboration to analyze incidents and track system outages, Author critical technical knowledge base entries, Provide customer experience across voice, email, and live chat, Participate in after-hours on-call shift rotation, Mentor engineering teammates through system training programs, Drive documentation and communication of technical resolutions
Seniority
Experienced, hands-on IC
