Technical Support Specialist - Avigilon Alta Video

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. Department Overview Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions/Avigilon Alta, we are ushering in a new era in public safety and security with cloud-native solutions for customers. Motorola Solution’s Video Division is defining the future of the cloud security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Our cloud VMS (Alta Aware) provides clients with ease of use and setup, and peace of mind knowing their assets and property are protected by Artificial Intelligence and some of the strongest industry standard products. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers. Job Description Reporting to the Manager or Team Lead, the Technical Support Specialist provides exceptional service and technical expertise to help clients maximize our cloud-managed video security technology. This hybrid role focuses on diagnosing hardware, software, and networking issues while contributing to a collaborative, knowledge-sharing environment. Key Responsibilities & Qualifications: Multi-Channel Support: Manage and resolve inbound inquiries via phone, chat, email, and partner portals, ensuring a high-quality experience through outbound follow-ups as needed. Technical Troubleshooting: Diagnose and resolve complex issues involving VMS, IP cameras, and networking (TCP/IP, DNS, VLANs, Firewalls) using diagnostic tools and log analysis. Detailed Documentation: Maintain thorough, step-by-step records of troubleshooting efforts within the CRM and contribute to the Knowledge Centered Services (KCS) database by creating and updating KB articles. Collaborative Escalation: Work closely with Senior Support and Development teams to reproduce customer issues in a lab environment and escalate unresolved bugs in a timely manner. Internal Partnership: Act as a technical resource for internal stakeholders—including Sales, Product, and Leadership—via Slack and Google Meet to support various business needs. Continuous Learning: Participate in ongoing training and software testing within beta environments to stay current on cloud-managed video security trends and Windows/Networking fundamentals. Professional Expertise: An organized professional with a degree in IT or Computer Science (or equivalent experience) and a solid grasp of networking; CompTIA A+, CCNA, or prior VMS experience is highly valued. Target Base Salary Range: $52,900 - $59,900 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. #LI-DB1 #LI-HYBRID Basic Requirements 2+ years Technical Support/Customer Service/Helpdesk experience. High School diploma or equivalent Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. Travel Requirements None 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.