Application Specialist

Company OverviewAt 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 OverviewWe provide Next Generation 911 and embedded AI solutions that deliver intelligent information throughout the emergency response journey, empowering agencies and first responders to drive better outcomes in mission-critical situations. As a leader in the public safety industry, our products provide measurable impact (fewer abandoned calls, faster resolution, better outcomes for callers).Job DescriptionAs an application specialist, you will be the cornerstone of our post-deployment operations, responsible for the ongoing maintenance and optimization of our extensive IoT device fleet while serving as the primary escalation point for complex support desk inquiries. In this dynamic, forward-looking role, you will work directly with AI to develop and deploy innovative tooling designed to enhance and streamline our implementation tasks. Furthermore, you will collaborate closely with our Gateway engineering team to create a vital knowledge bridge, seamlessly connecting deep gateway development insights with practical implementation expertise to ensure our technical solutions are robust, scalable, and flawlessly executed. ResponsibilitiesPerform IoT Fleet and Data Pipeline Maintenance: Execute proactive and reactive post-deployment maintenance across our extensive IoT device fleet and data pipeline to ensure optimal performance, reliability, and maximum uptime.Manage Support Escalations: Serve as the primary escalation point for the support desk team, diagnosing and resolving complex technical issues that fall outside standard tier-one troubleshooting.Develop AI-Enhanced Tooling: Collaborate with AI systems and development frameworks to design, build, and deploy innovative tools that automate and streamline implementation tasks.Bridge Engineering and Implementation: Act as a technical liaison closely partnering with the Gateway engineering team to translate complex gateway development concepts into actionable implementation strategies.Conduct Network Troubleshooting: Perform basic network troubleshooting to rapidly identify, isolate, and resolve connectivity issues affecting IoT devices and system gateways.Manage Data Parsing Profiles: Create, configure, and maintain data parsing profiles to ensure accurate and efficient ingestion, formatting, and processing of device telemetry.Perform Emergency Data Analysis: Act as a low-level data analyst during critical outages or emergency data events to quickly identify root causes, mitigate impacts, and restore normal operations.Oversee Inventory Management: Maintain accurate tracking and inventory management of all IoT hardware, including deployed assets, spare parts, and return merchandise authorizations (RMAs).Execute Application Maintenance: Perform routine application maintenance, including monitoring system health, applying software patches, and ensuring backend stability.Develop Technical Documentation: Document standard operating procedures, troubleshooting guides, and system workflows to continuously enrich the internal knowledge base for both support and engineering teams.Drive Process Improvement: Continuously evaluate post-deployment workflows and implementation procedures, identifying areas where AI tooling or process adjustments can increase operational efficiency.Cross-Functional Training: Assist in mentoring and training support desk staff on new gateway features, updated data parsing protocols, and newly developed AI implementation tools.RequirementsDemonstrated competency with AI tools. We care about evidence of capability (prior work, side projects, hands-on learning) more than formal credentialsStrong written communication. Ability to take messy operational input and turn it into clear, structured agent behaviorComfort working in ambiguity and iterating fast against real customer feedbackExperience facilitating technical workshops or discovery sessions with non-technical stakeholdersPublic safety, 911, or contact center background preferredTelephony, SIP, or SaaS fluency preferredBackground in regulated or mission-critical industries (healthcare, aviation, public sector) preferred Target Base Salary Range: $85,000 - $95,000 USDConsistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.#LI-LDBasic Requirements3+ years in a technical, customer-facing role: solutions engineering, implementation engineering, applied AI/ML, or similarLegal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Must be able to obtain background clearance as required by government customers.  Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesOur U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO StatementMotorola Solutions is an Equal Opportu