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 performanceAt 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 experienceOmnichannel Technical ResolutionAnalyze and resolve complex technical inquiries across phone, email, chat, web portals, and messaging channelsProactively manage the lifecycle of customer support cases within the CRM to help ensure seamless escalations and transparent communicationGuide on-site installation partners remotely through technical deployment challenges and hardware wiring inquiriesKnowledge Generation & Lab MasteryDrive Knowledge-Centered Service (KCS) practices by creating, refining, and sharing knowledge base content to enable self-service optionsUtilize in office lab facilities and pre-release software environments to test, isolate, and master hardware and platform featuresMaintain accurate troubleshooting logs to document issue resolution steps and systemic edge casesCross-Functional CollaborationCollaborate across internal messaging and meeting tools with product management, engineering,



and sales teams to communicate user feedbackParticipate in deep-dive training sessions led by senior escalation staff and engineering teams to expand technical capabilitiesGather partner insights to inform ongoing system reliability and software platform enhancementsTechnical ExpertiseCloud Platform & Hardware Troubleshooting to analyze SaaS access control systems, video management platforms, and associated wiring or integrationsMobile & Network Ecosystem Support to resolve app connectivity, wireless lock communications, and system integration issuesTechnical Communication to convey complex system architecture concepts clearly to technical partners and end-usersProfessional ExperienceTechnical Case Management using CRM tools to systematically track, resolve, and document customer casesCross-Functional Communication to partner effectively across engineering, product teams, and external technical installersOperational Adaptability to support shift-based schedules assisting a global network of partnersBenefitsFlexible work modelsPaid time offPaid parental and family leaveHealth care benefitsGlobal wellness resourcesEmployee assistance programsRotation programsMentor relationshipsLearning and development opportunitiesRetirement benefitsEmployee bonusesStock grants & employee stock purchase plansTechnical 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

📌 Technical Support Analyst (Hybrid) (Vancouver)
🏢 Motorola Solutions
📍 Vancouver