Technical Support Analyst (Hybrid)

Motorola Solutions; Vancouver; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible work models

Paid time off

Paid parental and family leave

Health care benefits

Global wellness resources

Employee assistance programs

Rotation programs

Mentor relationships

Learning and development opportunities

Retirement benefits

Employee bonuses

Stock grants & employee stock purchase

Job summary

Motorola Solutions' Avigilon Alta team seeks a Technical Support Analyst bridging cloud security platforms, mobile apps, and hardware wiring with installation partners to ensure optimal system performance.

You will diagnose and resolve complex inquiries across SaaS, on-site devices, and wiring challenges while documenting resolutions in the CRM and contributing to continuous improvement within a collaborative team.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 1+ years of experience in Technical Support or Customer Service.
• Legal authorization to work in Canada.
• High School Diploma or higher.
• Technical certifications such as CompTIA A+ or CCNA.
• Experience supporting access control systems or video management software.
• Working knowledge of Windows Server administration and network configuration.

Responsibilities

• Omnichannel Technical Resolution across phone, email, chat, web portals and messaging.
• Analyze and resolve complex technical inquiries for cloud SaaS, hardware wiring, and app connectivity.
• Proactively manage the lifecycle of customer support cases within CRM for escalations.
• Guide on-site installation partners remotely through deployment challenges and wiring inquiries.
• Drive Knowledge-Centered Service content to enable self-service options.
• Test and master hardware/platform features in on-site labs and pre-release environments.
• Maintain troubleshooting logs documenting resolution steps and edge cases.
• Collaborate with product, engineering and sales to relay user feedback.
• Participate in deep-dive training sessions with senior escalation staff.
• Gather partner insights to inform system reliability improvements.
• Provide Cloud Platform & Hardware Troubleshooting and Mobile/Network support.
• Communicate complex system architectures clearly to partners and end-users.
• Manage technical cases across teams and ensure cross-functional communication.
• Support shift-based schedules to assist a global network of partners.

Skills

Technical support

Customer service

CRM tools

Cloud platforms

Networking

Windows Server

CCNA

CompTIA A+

Access control

Video management

Wiring

Education

Bachelor's degree or equivalent practical experience

High School Diploma or higher

Tools

Windows Server administration

CRM tools

Networking configuration

Cloud platform tools

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

Benefits

• Flexible work models
• Paid time off
• Paid parental and family leave
• Health care benefits
• Global wellness resources
• Employee assistance programs
• Rotation programs
• Mentor relationships
• Learning and development opportunities
• Retirement benefits
• Employee bonuses
• Stock grants & employee stock purchase plans

Technical support or customer service experience1+ years of experience in Technical Support or Customer ServiceLegal authorization to work in Canada is requiredHigh School Diploma or higherIf 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 teamTechnical certifications such as CompTIA A+ or CCNAExperience supporting access control systems or video management softwareWorking knowledge of Windows Server administration and network configuration