Customer Support Engineer

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 At CRFS (A Motorola Solutions Company), we create the world’s most advanced technology for monitoring the radio spectrum. We are looking for a highly capable, hands-on Customer Support Engineer to join our team in Cambridge and serve as a vital technical link for systems that keep people safer everywhere. In this role, you will combine engineering problem-solving and proactive customer advocacy to ensure our global clients and partners get the absolute most out of our mission-critical RF spectrum monitoring systems Job Description The Customer Support Engineer provides first-line technical support for CRFS products, championing global customers and channel partners. This role blends hands-on engineering problem-solving, proactive customer engagement, and cross-functional collaboration to deliver timely, high-quality technical assistance for mission-critical RF spectrum monitoring systems. Acting as a pivotal interface between our external users and internal engineering and product teams, this position ensures customer issues, technical feedback, and feature requests are accurately captured, analyzed, and progressed. Key Responsibilities Customer Support & Issue Resolution Primary Contact: Serve as the first-line technical point of contact for global customers and partners via the support ticketing system. System Triage: Deliver comprehensive support across the RFeye product ecosystem, including hardware, software, and integrated systems. Technical Diagnosis: Investigate and diagnose complex issues spanning RF sensors, spectrum monitoring software, network topologies, and system configurations. Live Troubleshooting: Facilitate remote debug sessions and technical workshops to resolve active customer roadblocks. Customer Care: Maintain professional, empathetic, and clear communication under pressure, aligning with a first-response target of 24 hours. Operational Support Activities 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. Collaboration & Internal Feedback Loop 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. Documentation & Knowledge Management 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. Travel & On-Site Engagement Field Support: Travel oc ... (truncated, view full listing at source)