[Hiring] Technical Success Advocate @Motorola Solutions

Role Description

The Mission:

As a Technical Success Advocate, you will serve as the vital consultative link between our advanced engineering teams and the life-saving operations of our customers. In this technical, customer-facing role, you won't just support software—you will empower dispatchers, officers, and analysts to master it. By translating complex technical capabilities into real-world agency workflows, you will drive the deep user adoption necessary to ensure our tools deliver peak performance when every second counts.

Key Responsibilities:

• Operational Discovery & Readiness: Lead discovery sessions to map agency operational processes against our cloud portfolio. Evaluate current agency workflows, assess user readiness, and translate operational needs into clear system configuration strategies.
• Non-Technical Admin Enablement: Serve as the patient, authoritative mentor for agency-designated system administrators—who often range from IT staff to sworn personnel and dispatch supervisors. Provide hands-on guidance on system settings, user permissions, and workflow setups to build confidence and administrative autonomy.
• The Technical-to-Operational Bridge: Bridge the gap between technical provisioning and long-term customer success. Translate complex backend dependencies, platform settings, and integration capabilities into intuitive, workflow-aligned concepts that agency leadership and administrators can easily grasp.
• Workflow Transformation & Configuration: Guide agencies on how to configure and tailor the software portfolio to reflect real-world public safety operations. Ensure business logic, data inputs, and system rules are configured accurately to maximize adoption prior to full end-user rollout.
• Cross-Functional Escalation & Technical Triage: Partner with Provisioning, Engineering, and Support to resolve complex configuration or workflow-rooted roadblocks, while equipping Customer Success with the technical clarity needed to drive long-term platform health. Additionally, assist Sales with strategic conversations or roadblocks that are more technical or workflow-based in nature.

Qualifications

• Education: Bachelor’s Degree in a relevant field (such as Public Safety, Information Technology, Business, or Communications) is preferred. Relevant professional certifications will be considered as well.
• Product Knowledge: Prior experience with Motorola Solutions products, with a particular emphasis on the CommandCentral suite.
• Technical Aptitude: A general understanding of networking, PC environments, and Operating Systems to assist in software configuration and troubleshooting. A focus on cloud computing and software is preferred.
• Soft Skills: Self-motivated team player with a "thirst for knowledge" and the ability to build strong relationships with both internal teams and external customer stakeholders.
• Domain Expertise: Deep knowledge of the strategic, tactical, and operational needs of Public Safety Agencies (Police, Emergency Services, Dispatch, or Crime Analysis).
• Consultative & Analytical Skills: Proven ability to evaluate complex business processes, apply critical thinking to solve configuration roadblocks, and present findings to agency leadership.
• Mobility: Must be able to travel 25% of the time throughout the U.S. to engage directly with customers on-site.

Requirements

• High School diploma, Bachelor's Degree.
• 3+ years of experience in one of the following: Public Safety, Business Analysis, Field Service, CAD (Computer Aided Dispatch), Records Management Systems (RMS), and/or Jail Applications.
• Ability to work in high-security areas governed by the US Department of Justice’s CJIS Security Policy. This requires successfully passing a stringent fingerprint background check.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Travel Requirements: 25-50%.

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!