Senior Technical Support Engineer - Avigilon Alta (Hybrid)

Job Title

Senior-Level Technical Professional

Job Description

We are seeking a senior-level technical professional to join our global Employee Experience support framework as a foundational technical expert. In this role, you will champion customer success by managing complex technical dependencies and resolving high-tier escalations. You will serve as a technical anchor, supporting your team members through cross-functional collaboration and knowledge-sharing initiatives. This role is built around an augmented, "Assisted Experience" model where your strategic judgment elevates our operational performance and delivers human-centric technical resolutions.

Key Responsibilities:

Technical Escalation Management

• Analyze complex software, hardware, and deployment logs to isolate root causes and diagnose software bugs across cloud-based video and access systems
• Oversee advanced technical troubleshooting workflows over phone and digital channels to resolve high-priority partner issues
• Document hardware, network, and case-specific data inside our centralized tracking systems to accelerate ongoing engineering cycles

Team Mentorship & Swarming

• Facilitate open knowledge transfer sessions through technical swarming, training, and targeted mentoring to uplevel junior team members
• Author, review, and expand technical articles within our collective Knowledge Centered Support library
• Coordinate daily project tasks and prioritize shifting workloads between active escalations and department work

Cross-Functional Collaboration

• Partner directly with Product, Development, and Engineering teams to transition isolated bugs into official product resolutions
• Deliver a white-glove support experience during complex infrastructure updates and advanced service investigations
• Help to ensure continuous alignment with technical innovation timelines across all cloud product portfolios

Job Requirements:

Technical Expertise

• IP Networking to configure and troubleshoot routers, firewalls, wireless tech, TCP/IP, UDP, and Multicast configurations
• Cloud Security Systems to demonstrate subject matter expertise across VMS platforms, cloud architecture, cameras, and physical controllers
• Linux Operating Systems to systematically inspect backend platform directories, scripts, and diagnostic system outputs

Professional Experience

• Time Management to prioritize workload effectively between engineering swarms, personal queues, and multi-team projects
• Stakeholder Communication to synthesize complex data structures into actionable, high-level summaries for customers
• Resourceful Learning to adapt to fast-paced hardware design cycles and changing product frameworks

Target Base Salary Range: $60,000-$67,000

Consistent 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.

Basic Requirements

• High School Diploma or GED
• 5+ years of technical support or engineering experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• 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!

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.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.