Back Office Technical Escalation Specialist

Motorola Solutions Inc

British Columbia

On-site

CAD 75,000 - 80,000

Full time

2 days ago

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Job summary

Motorola Solutions is seeking a Back Office Support Specialist in Canada to act as a key technical escalation point within Avigilon’s support ecosystem. You will drive complex investigations, manage back-office incident queues, and coordinate communications between frontline support, TSEPs, and Engineering teams.

The ideal candidate thrives under pressure, demonstrates strong analytical rigor, and participates in swarm sessions to resolve intricate challenges.

Qualifications

1+ years of experience in senior technical support, technical account management, or an escalation management role.

Responsibilities

Case Prioritization & Queue Management: Monitor, assess, and prioritize incoming back-office support cases based on severity, customer impact, and 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 with TSEPs, Field Support, QA, and Engineering to drive escalations to root-cause identification and timely resolution.
Swarm Participation & Facilitation: Actively engage in collaborative swarms to tackle severe outages and mission-critical enterprise incidents.
Knowledge Sharing & Documentation: Document detailed troubleshooting steps, logs, and root-cause analyses; contribute to the knowledge base.
On-Call Availability: Participate in an on-call weekend and off-hours rotation to ensure continuous coverage for critical escalations.