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 occasionally to customer or partner sites to support unique system deployments or advanced troubleshooting initiatives.

Expected Competencies and Behaviours

• 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.

Basic Requirements

Essential Qualifications And Technical Skills

• Education & Experience: A university degree in Engineering, Physics, Computer Science, or a related scientific discipline (or equivalent practical, hands-on experience).
• RF Fundamentals: A solid foundational understanding of Radio Frequency (RF) principles and common signal modulation methods.
• Networking Concepts: Knowledge of basic networking principles, topologies, and troubleshooting/configuration methods.
• Linux Operating Systems: Familiarity with Linux operating environments, including basic command-line navigation and log retrieval