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
1. Primary Contact: Serve as the first-line technical point of contact for global customers and partners via the support ticketing system.
2. System Triage: Deliver comprehensive support across the RFeye product ecosystem, including hardware, software, and integrated systems.
3. Technical Diagnosis: Investigate and diagnose complex issues spanning RF sensors, spectrum monitoring software, network topologies, and system configurations.
4. Live Troubleshooting: Facilitate remote debug sessions and technical workshops to resolve active customer roadblocks.
5. Customer Care: Maintain professional, empathetic, and clear communication under pressure, aligning with a first-response target of 24 hours.
Operational Support Activities
6. Process Adherence: Follow established Customer Support procedures while proactively identifying operational areas that require clarification or improvement.
7. License Management: Generate, track, and securely store digital licenses for RFeye software products.
8. RMA Tracking: Log and track customer Return Merchandise Authorizations (RMAs) in alignment with internal supply chain workflows.
9. Data Integrity: Ensure all support interactions, troubleshooting steps, and resolutions are precisely documented within the designated business systems.
10. Escalation Path: Escalate unresolved technical issues to higher-tier engineering teams, providing comprehensive context, log analysis, and reproducible data.
Collaboration & Internal Feedback Loop
11. Voice of the Customer: Log, track, and internally champion customer-requested software features and bug fixes.
12. Cross-Functional Alignment: Partner closely with Field Application Engineers (FAEs), Development, and Test teams to accelerate complex issue resolution.
13. Product Optimisation: Provide actionable feedback to product teams regarding recurring software bugs, system usability gaps, or documentation shortcomings.
Documentation & Knowledge Management
14. Knowledge Creation: Create and maintain customer-facing application notes, technical "how-to" guides, and reference documentation.
15. 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
16. Field Support: Travel occasionally to customer or partner sites to support unique system deployments or advanced troubleshooting initiatives.
Expected Competencies and Behaviours
17. Effective Communication: Demonstrates exceptional written and verbal communication skills, with an ability to translate complex RF and networking issues into clear client updates.
18. Inquisitive Mindset: Possesses a natural curiosity and enthusiasm for learning specialized hardware, software, and radio frequency concepts.
19. Structured Problem Solving: Applies strong analytical thinking to replicate customer environments and execute root-cause analysis.
20. Customer Advocacy: Takes personal ownership of incoming issues from initial logging through to successful resolution.
21. Collaboration & Flexibility: Thrives in a dynamic, fast-paced team environment, adapting seamlessly to changing priorities and shifting technical scenarios.
22. Attention to Detail: Maintains a high level of professionalism, reliability, and precision when logging technical data and handling configurations.
Basic Requirements
Basic Requirements
Essential Qualifications and Technical Skills
23. Education & Experience: A university degree in Engineering, Physics, Computer Science, or a related scientific discipline (or equivalent practical, hands-on experience).
24. RF Fundamentals: A solid foundational understanding of Radio Frequency (RF) principles and common signal modulation methods.
25. Networking Concepts: Knowledge of basic networking principles, topologies, and troubleshooting/configuration methods.
26. Linux Operating Systems: Familiarity with Linux operating environments, including basic command-line navigation and log retrieval.
27. Problem-Solving Mindset: A practical, logical approach to diagnosing system issues and executing root-cause analysis.
28. Technical Curiosity: An inherent passion for technology, often demonstrated through personal tinkering, hobbyist electronics, or building/configuring hardware platforms (e.g., Raspberry Pi, home networking setups, or amateur radio).
Desirable / Beneficial Knowledge
29. RF Geolocation: Awareness of direction finding and geolocation concepts, such as Angle of Arrival (AoA) and Time Difference of Arrival (TDoA).
30. RF Instrumentation: Exposure to spectrum analyzers, signal identification software, or RF monitoring tools.
31. Customer Support: Previous experience in a technical helpdesk, customer-facing support engineering, or field services role.
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
Company
Motorola Solutions UK Limited
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.