Technical Escalation Specialist - Back Office Support (Remote)

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

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.