Senior Technical Support Specialist

Motorola Solutions is a global leader in mission-critical communications and analytics. Their Video Division focuses on cloud-native solutions and AI-based surveillance systems, with products installed in over 120 countries across various sectors such as schools, transportation, healthcare, and government facilities.

• 3+ years of support experience and/or a bachelor’s degree in IT/Computer Science or equivalent experience.
• Legal authorization to work indefinitely in the UK or Europe (Poland or Portugal); no employer sponsorship available.
• Exceptional problem-solving and time management skills.
• Ability to manage customer expectations and communicate complex technical issues clearly.
• Independent worker and team player with minimal supervision.
• Composure under high-stress situations with effective stakeholder communication.
• Prior experience supporting cloud-based Access Control and Video products.
• Preferred prior Linux experience.
• Desire to learn continuously in alignment with product cycles.
• Agile, resourceful learner with strong attention to detail.
• Working knowledge of installing, configuring, and troubleshooting operating systems, software, access control, and video hardware.
• Strong knowledge of IP networking including routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting.
• Fluent in English (reading, writing, speaking).

• Obtain and maintain deep knowledge of Alta's cloud-based Video/Access Control/VMS products, hardware, and integrations.
• Provide senior-level support for Alta hardware and software through phone and digital escalation cases.
• Collaborate efficiently with Technical Support and Development/Escalations teams.
• Investigate escalated cases with root cause analysis, bug identification, and escalate as needed.
• Serve as Alta subject matter expert (SME) within the team and company.
• Document software, hardware, and network information concisely in case management systems.
• Provide exceptional customer service during escalations.
• Prioritize swarming tasks, case management, and escalations effectively.
• Assist with departmental projects as required.
• Continuously learn new skills, technologies, and products in line with Alta’s innovation pace.
• Contribute to the Knowledge Library (Knowledge Centered Support).

Legal authorization to work indefinitely in the UK or Europe (Poland or Portugal) is required. Employer work permit sponsorship is not available for this position.