Back Office Support Specialist

140011 Avigilon Corporation; Vancouver; On-site; CAD 75,000 - 80,000; Full time

Job summary

Motorola Solutions Vancouver is seeking a Back Office Support Specialist to act as a key technical escalation point within Avigilon’s support ecosystem. You will drive complex investigations, prioritize back-office queues, and bridge communication between frontline support, TSEP, and Engineering teams.

The role requires strong analytical skills, teamwork, and the ability to participate in swarm sessions for critical enterprise incidents.

Qualifications

• 1+ years in senior technical support or escalation management.
• Experience with complex technical investigations and multi‑team coordination.
• Willingness to participate in on-call weekend/off-hours rotation.

Responsibilities

• Case Prioritization & Queue Management: monitor, assess, and prioritize back-office cases.
• Advanced Case Resolution: troubleshoot complex VMS, access control, networking, and analytics issues.
• Cross-Functional Coordination: work with TSEPs, Field Support, QA, and Eng to drive root-cause fixes.
• Swarm Participation & Facilitation: join swarms to tackle outages and major incidents.
• Knowledge Sharing: document steps and analyses for the knowledge base.
• On-Call Availability: participate in on-call rotations to cover critical escalations.

Skills

Technical escalation

Customer support

Analytical reasoning

Swarm sessions

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.

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

As a key unit within the Customer Support organization, our team directly supports partners and customers in resolving technical issues with Motorola Solutions' Video Security and Access Control products. We serve as a vital link between frontline support specialists, Product Management, and Engineering to accelerate complex escalations. Our department emphasizes collaborative problem-solving, agent mentorship, and institutional knowledge sharing to build long-term organizational capability. We foster a transparent, customer-first culture that values open communication, teamwork, and continuous career growth.

Job Description

As a Back Office Support Specialist, you will act as a key technical escalation point and operational anchor within Avigilon’s technical support ecosystem. This role is responsible for driving complex technical investigations to resolution, prioritizing critical back-office incident queues, and bridging communication between frontline support, Technical Support Escalation Partners (TSEP), and Engineering teams. The ideal candidate thrives in high-pressure technical troubleshooting scenarios, demonstrates exceptional analytical rigor, and actively participates in collaborative swarm sessions to resolve intricate challenges.

Key Responsibilities

• Case Prioritization & Queue Management: Monitor, assess, and prioritize incoming back-office support cases based on severity, customer impact, and service-level agreements (SLAs).
• Advanced Case Resolution: Independently manage and troubleshoot complex, multi-layered technical issues involving video management systems (VMS), access control, server hardware, networking, and analytics software.
• Cross-Functional Coordination: Partner closely with TSEPs, Field Support, Quality Assurance, and Software/Hardware Engineers to drive escalations to root-cause identification and timely resolution.
• Swarm Participation & Facilitation: Actively engage in collaborative swarms to collectively tackle severe outages, emerging defect trends, and mission-critical enterprise customer incidents.
• Knowledge Sharing & Documentation: Document detailed troubleshooting steps, diagnostic logs, and root‑cause analyses; contribute to the internal knowledge base to empower Tier 1 and Tier 2 teams.
• On-Call Availability: Participate in an on-call weekend and off-hours rotation to ensure continuous coverage for critical, high-impact enterprise escalations.

Target Base Salary Range

$75,000 - $80,000 CAD per year.

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-Remote

Basic Requirements

• 1+ years of experience in senior technical support, technical account management, or an escalation management role.
• Travel Requirements: None
• 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.

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.

Company Culture

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.

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.

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.