Alta Technical Support Analyst (Hybrid)

Description

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.

Aperçu de l’entreprise

Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations, des écoles, des hôpitaux, des entreprises et, finalement, des nations. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department Overview

At Motorola Solutions, safety and security are at the heart of everything we do. We build and connect safety and security technologies in a never-ending pursuit to help keep people, property, and places safer. Connected, our solutions enable the collaboration that is critical for a proactive approach to safety and security across communities, schools, hospitals, and enterprises. Within the Avigilon Alta group, our team provides critical technical expertise to help our partners succeed and deliver reliable physical security solutions.

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.

Responsibilities

• 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
• Basic Requirements
• High School Diploma or higher
• Technical support or customer service experience