Lead Technical Support Specialist

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.

The Lead Technical Support Specialist role is embedded directly within the Body-Worn Camera (BWC) team serving as the core technical authority and Tier-3 escalation. A highly technical role, working as part of the Customer Support team responsible for daily management of the DEMS, Cloud Infrastructure including User Administration and Integration to the complex Customer systems.

The Lead Technical Support Specialist provides essential technical leadership, strategy implementation, and centralised management to ensure full operational alignment across all regions. As part of Motorola Solutions’ committed Managed Service delivery, specialists based at the Customer Office act as the primary technical anchors and escalation leads for the regionally based Customer Technical Support Engineers stationed across Customer sites nationwide. While engineers handle local break/fix, on-site hardware maintenance, and local user support, the Lead Technical Support Specialist governs centralised system health, cloud operations, system-wide integrations, high-level incident resolution, and core Customer stakeholder management.

Some responsibilities include:

• DEMS & Cloud Infrastructure Management: Oversee day-to-day administration, architecture, availability, and performance of the Digital Evidence Management System (DEMS) and underlying Cloud Infrastructure (AWS).
• System Integration & Data Exchange: Lead and maintain integrations between DEMS, Body-Worn Camera systems, and core Customer applications
• Centralised User Administration & Access Control: Manage enterprise-level user administration, role-based access control (RBAC), security groups, user provisioning, and audit policy enforcement across the entire Customer ecosystem.
• Matrixed Technical Leadership & Regional Support Oversight: Provide technical direction, escalation support, and guidance to the regional support staff deployed across regional offices.
• Escalation & Tier-3 Incident Management: Serve as the primary escalation point for complex technical issues, interfacing directly with Motorola Product Engineering and global Support Desks to maintain system availability within strict SLAs. The candidate will be part of a 24x7 on-call Rota for incident management.
• Advanced Analytics & Reporting: Design, generate, and maintain enterprise-level operational reports, evidentiary audit logs, system performance metrics, and dashboard analytics.
• Best Practices, Governance & Technical Documentation: Establish standardised operating procedures, update technical architecture reference guides, and ensure strict compliance with evidentiary standards and security governance.
• Change Control, Release & Configuration Management: Own and govern the end-to-end ITIL change control and release management lifecycle for DEMS and cloud environments, authoring impact assessments, leading Change Advisory Board (CAB) submissions, coordinating scheduled maintenance windows, and validating rollback plans to ensure zero unplanned service disruption.
• Team Leadership, Service Governance & Problem Management: Provide day-to-day operational leadership and workload coordination for the specialist team, driving root-cause analysis (RCA) for major incidents, tracking problem management trends, and representing Motorola Solutions in regular Customer service review and governance meetings.

• Education: Bachelor’s degree or Higher Diploma (NFQ Level 7/8 or equivalent) in Information Technology, Computing, Systems Administration, or equivalent hands-on enterprise support experience.
• Experience: Previous experience in Tier-2/Tier-3 enterprise technical support, cloud operations, or systems/network administration, with practical experience in 24x7 on-call rotations and formal change execution.
• Certifications: ITIL v4 Foundation (or equivalent qualification), AWS Certified Cloud Practitioner (or AWS Associate-level certification preferred), and relevant networking or OS credentials (e.g., CompTIA Network+, Cisco CCNA, or Microsoft Windows Server).

• Technical Expertise: Advanced knowledge of Cloud Architecture (AWS), Microsoft Windows Server administration, Storage fundamentals, enterprise database management, and cloud security frameworks.

• System Integration Skills: Proven experience designing, implementing, and troubleshooting API integrations, middleware, and database synchronisations with core enterprise systems.

• Networking & Infrastructure: Deep expertise in networking architecture across LAN/WAN environments, switches, routers, firewalls, VPNs, subnets, and advanced end-to-end network troubleshooting.

• Change Control & ITSM Governance: Demonstrated experience operating within structured ITIL-aligned Change Control, Release Management, Incident Management, and Problem Management frameworks in mission-critical enterprise or public safety environments.

• Driving License & Mobility: Must possess a full, clean driving license to facilitate occasional travel between regional sites as required.

• Security Clearance:  Garda Vetting will be required & Right to work in location required.

• Proven track record of managing enterprise DEMS or large-scale digital video platforms.
• Strong technical leadership skills with experience guiding and mentoring distributed regional technical teams.
• ITIL v4 certification (or equivalent service management qualification) with proven experience chairing or representing technical teams at Change Advisory Boards (CAB) and managing complex production release schedules.
• Proven ability to lead, coach, and coordinate a team of senior technical specialists while acting as the primary operational point of escalation for senior Customer stakeholders.
• Exceptional stakeholder management and client-facing communication skills, capable of briefing senior Customer leadership.
• Ability to manage complex workloads, prioritise high-impact critical incidents, and thrive under pressure in mission-critical environments.
• Rigorous analytical problem-solving skills for complex system integrations, cloud performance tuning, and evidentiary data flow auditing.

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.