Technical Support Analyst (Hybrid)
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.
Department OverviewAt Motorola Solutions, we are committed to "Solving for safer" across the communities and enterprises we support. Our video security and access control division develops next-generation cloud-managed platforms that help to protect people, property, and places. We focus on engineering a proactive ecosystem that enables public safety agencies and commercial enterprises to collaborate seamlessly when it matters most.
Job Description
Join our global technical support organization as a Technical Support Analyst, where you will help to provide tier-one and tier-two troubleshooting for our Avigilon Alta Video and Access solutions. Working in a people-first, inclusive culture, you will help to ensure our installation partners and end users receive exceptional technical assistance. In this role, you will leverage advanced diagnostic tools alongside Assist, our intelligent AI assistant powered by Priority Intelligence™, to analyze complex network logs and resolve system challenges, delivering a premier "Assisted Experience" for those we protect. We invite applicants with a Bachelor's degree or equivalent practical experience to apply and join our mission-driven team.
Key Responsibilities:
Technical Resolution & Diagnostics
Analyze, troubleshoot, and resolve hardware, cloud software, mobile applications, and network issues for Avigilon Alta platforms
Replicate customer environments in our technical labs and analyze system logs to diagnose complex physical security integration issues
Observe and analyze system performance metrics to proactively identify resolution paths for cloud video and access control systems
Partner Success & Collaboration
Collaborate with senior escalation engineers and product development teams to resolve advanced customer inquiries across multiple channels
Contribute to our active Knowledge-Centered Service (KCS) by creating, editing, and publishing comprehensive technical knowledge base articles
Provide real-time technical guidance and phone support to installation partners to help ensure successful on-site hardware deployments
Job Requirements:
Technical Expertise
Network Troubleshooting to resolve IP routing, DNS configuration, and firewall communication issues
Multi-OS Support to troubleshoot enterprise applications in Windows, Mac, or Linux environments
Technical Certifications such as CompTIA A+, Network+, or CCNA
Professional Experience
Multi-Channel Delivery to manage and resolve customer inquiries via phone, email, tickets, and chat systems
Case Management to thoroughly document diagnostic steps and resolve cases within CRM ticketing platforms
English Proficiency to deliver clear, professional technical explanations to partners and customers
Preferred Qualifications
Experience with IP-based video management systems or cloud access control systems
Knowledge of Windows Server administration
Practical familiarity with physical low-voltage wiring, relay connections, or peripheral door hardware
Target Base Salary Range: $52,900 - $59,900
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.
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Basic Requirements
1+ years of Technical Support experience.
High School Diploma or equivalent.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
and more!
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.
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. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.