Senior Technical Support Specialist

Motorola Solutions is a global leader in mission-critical communications and analytics, providing technology platforms in mission-critical communications, command center software, and video security & analytics. The Video Division focuses on cloud-native solutions and AI-based surveillance systems, serving clients worldwide in various sectors such as education, transportation, healthcare, government, and retail.

• Minimum 3 years of support experience or a bachelor's degree in IT/Computer Science (or equivalent experience).
• Exceptional problem-solving and time management skills.
• Ability to manage customer expectations towards case resolution.
• Fluent English communication skills, capable of explaining technical problems to diverse customers.
• Self-starter able to work independently and in teams with minimal supervision.
• Maintains composure in high-stress situations and communicates effectively with stakeholders.
• Prior experience supporting cloud-based Access control and Video products.
• Preferred Linux experience.
• Desire to learn and evolve with product cycles.
• Agile and resourceful 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.
• Legal authorization to work indefinitely in the UK or Europe (Poland or Portugal) without employer sponsorship.

• Obtain and maintain superior knowledge of Alta's cloud-based products including Video, Access Control, VMS software and hardware, cameras, access control hardware, servers, networks, sensors, and third-party integrations.
• Provide senior-level support for Alta hardware and software products through phone and digital escalation cases.
• Collaborate efficiently with Technical Support and Dev/Escalations teams via swarming and escalation processes.
• Investigate escalated cases, perform root cause analysis, identify bugs or functional issues, and escalate to Product/Dev/Engineering teams while keeping clients informed.
• Serve as Alta subject matter expert within the team and company.
• Document software, hardware, and network information in case management and escalation tickets.
• Provide exceptional customer experience during interactions via escalations.
• Prioritize swarming tasks, case management, and escalations efficiently.
• Assist with departmental project work as required.
• Continuously learn new skills, technologies, and products related to Avigilon Alta.
• Contribute to the Knowledge Library (Knowledge Centered Support).

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