Senior Support – Avigilon Alta Video

Job title: Senior Support – Avigilon Alta Video

Company: Motorola Solutions

Job description: Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Présentation de l’entreprise

Chez Motorola Solutions, nous croyons que tout commence par la sécurité. C’est la constante qui permet aux gens d’avancer en toute confiance. Elle peut remplir un vol ou vendre un stade. Elle peut permettre de s’occuper d’un patient ou d’obtenir son diplôme.

En tant que leader mondial de la sécurité publique et de la sécurité des entreprises, nous créons et connectons les technologies qui aident à assurer la sécurité des personnes là où elles vivent, apprennent, travaillent et se divertissent. Notre écosystème technologique intégré unifie les communications critiques, la sécurité vidéo et le contrôle d’accès, ainsi que les logiciels de centre de commande, permettant une collaboration plus puissante.

Chez Motorola Solutions, nous inaugurons une nouvelle ère en matière de sécurité publique. Apportez votre passion, votre potentiel et vos talents à une carrière qui compte.

Department Overview Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions/Avigilon Alta, we are ushering in a new era in public safety and security with cloud-native solutions for customers. Motorola Solution’s Video Division is defining the future of the cloud security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Our cloud VMS (Alta Aware) provides clients with ease of use and setup, and peace of mind knowing their assets and property are protected by Artificial Intelligence and some of the strongest industry standard products. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

Job Description

Reporting to the Technical Support Manager, Senior Support – Technical Support Engineering (TSE) ensures that critical customer issues, Cloud/VMS, software or hardware bugs, are properly documented, troubleshoot, and escalated up to the Development and Engineering teams in a precise and timely manner. The Senior Support (TSE) will also be responsible for assisting the team leader in passing knowledge to the technical support team through training, coaching, or mentoring sessions – while also handling critical and complex customer issues, providing white-glove service.


Obtain and maintain a superior knowledge and understanding of Alta Video Cloud/VMS, software and products, including cameras, servers, networks and sensors, 3rd party and Alta Access (OpenPath) Integrations.

Provide advanced support for Alta Video hardware and software products over the phone and through remote sessions

Accepts case ownership transfers from Technical Support Specialists that is beyond the TSS scope and provides timely updates until a resolution is provided

Investigates escalated cases, diving deeper looking into root cause analysis and identifying bugs, or functional expectation issues and escalates accordingly to Dev while keeping the client informed through the process.

Concisely document software, hardware, and network information in a case management system including escalation/dev tickets.

Provide an exceptional customer experience during calls, emails, chat, and customer escalations.

Prioritize between tasks, call transfers, existing case management, live chat, email requests, and escalations.

Assist with departmental project work when required.

Continuously learns new skills, technologies & products; keeping up with Avigilon Alta’s pace of innovation.

Advocates for process improvements in the case handling protocol.

Understand and contribute strongly in KCS (Knowledge Centered Support).

Pass knowledge and swarm/collaborate with both the Technical Support and Dev/Escalations teams.

Assist with replicating bugs and issues within a sandbox environment for further testing.

Triages customer environments and interprets logs from complex implementations.

Assist Dev/Escalations team in replications and implementing bug/software fixes.

Preferred Qualifications:

5+ years hands on experience working in B2B customer support: video surveillance, access control, telecommunication, cloud software, enterprise hardware/software support, or IT helpdesk/service desk

Exceptional skills in problem solving & time management

Manages customer expectations while working toward the cases logical resolution

Reads, writes, and speaks English fluently; communicates complex technical problems and solutions to customers of all skill levels while being personable

A self-starter who can work independently as well as in a team environment with minimal supervision

Has a level temperament while handling high-stress situations & maintains effective communication with all stakeholders

Understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, firewalling, Security trust zones, Management Networks, VPN and network design

Desire to constantly learn and evolve at the same pace as the product cycles

Agile, resourceful learner with strong attention to detail

Display a working knowledge of Installing, configuring, and troubleshooting various operating systems, software, and hardware

Strong knowledge of IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting

This position is a remote position and candidates can be located anywhere in Canada.

Salary Range: $52,500 – $93,000 CAD per year.



Basic Requirements

  • 5+ years hands on experience working in B2B customer support: video surveillance, access control, telecommunication, cloud software, enterprise hardware/software support, or IT helpdesk/service desk.

Travel Requirements Under 10%

Relocation Provided None

Position Type Experienced

Referral Payment Plan Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes d’équité en matière d’emploi. Nous accueillons favorablement la diversité au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicapés.

Expected salary: $52500 – 93000 per year

Location: British Columbia

Job date: Sun, 17 Dec 2023 06:22:25 GMT

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