Senior Technical Support Specialist

Motorola Solutions is a global leader in mission-critical communications and analytics, providing cloud-native solutions for public safety and security. The Video Division specializes in innovative, AI-based surveillance systems and cloud VMS products installed in over 120 countries across various sectors including schools, transportation, healthcare, and government facilities.

• 3+ years of support experience and/or a bachelor's degree in IT or Computer Science (or equivalent experience).
• Legal authorization to work indefinitely in the UK or Europe (Poland or Portugal).
• Exceptional problem-solving and time management skills.
• Ability to manage customer expectations and communicate complex technical problems clearly.
• Self-starter capable of working independently and within a team with minimal supervision.
• Maintains composure in high-stress situations with effective communication.
• Prior experience supporting cloud-based Access control and Video products.
• Preferred prior Linux experience.
• Desire to continuously learn and adapt alongside product cycles.
• Agile and detail-oriented learner.
• 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.

• Obtain and maintain superior knowledge of Alta's cloud-based Video/Access Control/VMS products and hardware.
• Provide senior-level support for Alta hardware and software products through phone and digital escalations.
• Collaborate with Technical Support and Dev/Escalations teams via swarming and escalation processes.
• Investigate escalated cases including root cause analysis and escalate bugs or functional issues to Product/Dev/Engineering teams.
• Serve as Alta subject matter expert (SME) within the team and company.
• Document software, hardware, and network details in case management and escalation tickets.
• Provide exceptional customer experience during escalations.
• Prioritize swarming tasks, case management, and escalations efficiently.
• Assist with departmental project work as required.
• Continuously learn new skills, technologies, and products to keep pace with Avigilon Alta's innovation.
• 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.