Technical Support Analyst (Hybrid)

• As a Technical Support Analyst for the Avigilon Alta suite, you serve as a pivotal connection point between complex cloud-based security platforms and our installation partners. In this role, you will analyze and resolve technical challenges spanning cloud software, mobile applications, and physical hardware wiring to help ensure our video and access control systems maintain optimal performance
• At Motorola Solutions, everything starts with our people, and we empower team members to bring their authentic selves to do their best work. You will join a collaborative technical team that values continuous learning, proactive support, and customer impact. Bachelor’s degree or equivalent practical experience
• Omnichannel Technical Resolution
• Analyze and resolve complex technical inquiries across phone, email, chat, web portals, and messaging channels
• Proactively manage the lifecycle of customer support cases within the CRM to help ensure seamless escalations and transparent communication
• Guide on-site installation partners remotely through technical deployment challenges and hardware wiring inquiries
• Knowledge Generation & Lab Mastery
• Drive Knowledge-Centered Service (KCS) practices by creating, refining, and sharing knowledge base content to enable self-service options
• Utilize on-site lab facilities and pre-release software environments to test, isolate, and master hardware and platform features
• Maintain accurate troubleshooting logs to document issue resolution steps and systemic edge cases
• Cross-Functional Collaboration
• Collaborate across internal messaging and meeting tools with product management, engineering, and sales teams to communicate user feedback
• Participate in deep-dive training sessions led by senior escalation staff and engineering teams to expand technical capabilities
• Gather partner insights to inform ongoing system reliability and software platform enhancements
• Technical Expertise
• Cloud Platform & Hardware Troubleshooting to analyze SaaS access control systems, video management platforms, and associated wiring or integrations
• Mobile & Network Ecosystem Support to resolve app connectivity, wireless lock communications, and system integration issues
• Technical Communication to convey complex system architecture concepts clearly to technical partners and end-users
• Professional Experience
• Technical Case Management using CRM tools to systematically track, resolve, and document customer cases
• Cross-Functional Communication to partner effectively across engineering, product teams, and external technical installers
• Operational Adaptability to support shift-based schedules assisting a global network of partners

Benefits

• Flexible work models
• Paid time off
• Paid parental and family leave
• Health care benefits
• Global wellness resources
• Employee assistance programs
• Rotation programs
• Mentor relationships
• Learning and development opportunities
• Retirement benefits
• Employee bonuses
• Stock grants & employee stock purchase plans- Technical support or customer service experience
• 1+ years of experience in Technical Support or Customer Service
• Legal authorization to work in Canada is required
• High School Diploma or higher
• 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
• Technical certifications such as CompTIA A+ or CCNA
• Experience supporting access control systems or video management software
• Working knowledge of Windows Server administration and network configuration