Alta Technical Support Analyst (Hybrid)

Motorola Solutions; Vancouver; On-site; CAD 53,000 - 58,000; Full time

Benefits offered by this job

Referral Payment Plan

Job summary

Motorola Solutions in Vancouver is seeking a Technical Support Analyst for the Avigilon Alta suite. You will act as the critical link between cloud-based security platforms and our installation partners, analyzing and resolving issues across SaaS apps, mobile apps, and hardware wiring to keep video and access-control systems performing at peak.

A Bachelor's degree or equivalent practical experience is required.

Qualifications

• High School Diploma or higher and real-world technical support experience.
• Bachelor's degree or equivalent practical experience is required.
• Legal authorization to work in Canada is required.

Responsibilities

• Analyze and resolve complex technical inquiries across multiple channels.
• Manage lifecycle of support cases in the CRM for clear escalations.
• Guide on-site partners through deployment challenges and wiring inquiries.
• Create and share knowledge base content to enable self-service.
• Test features in lab environments to master hardware and platform functions.
• Document troubleshooting steps and edge cases for ongoing improvements.
• Collaborate with product, engineering, and sales to relay user feedback.

Skills

Technical support experience

Customer service experience

Technical communication

Education

Bachelor's degree or equivalent practical experience

Tools

CRM tools

CompTIA A+ or CCNA

Job 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.
At 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.

Job Description

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.

Key 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
• Legal authorization to work in Canada is required

Job Requirements

• Technical Expertise
• Cloud Platform & Hardware Troubleshooting: Analyze SaaS access control systems, video management platforms, and associated wiring or integrations
• Mobile & Network Ecosystem Support: Resolve app connectivity, wireless lock communications, and system integration issues
• Technical Communication: 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: Partner effectively across engineering, product teams, and external technical installers
• Operational Adaptability: Support shift‑based schedules assisting a global network of partners

Preferred Qualifications

• Technical certifications such as CompTIA A+ or CCNA
• Working knowledge of Windows Server administration and network configuration
• Experience supporting access control systems or video management software

Target Base Salary Range

Target Base Salary Range: $53,000 - $58,000 CAD 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.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.
Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi. Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui‑même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire. Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe. Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d’aménagement raisonnable afin que nous puissions vous aider.

Motorola Solutions 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. Learn more at www.motorolasolutions.com.