Technical Support Analyst; Hybrid

Overview

Motorola Solutions is a global company focused on people and safety. Our video security and access control division develops cloud-managed platforms to protect people, property, and places, enabling collaboration for safer communities and enterprises.

Technical Support Analyst — join our global technical support organization to provide tier-one and tier-two troubleshooting for Avigilon Alta Video and Access solutions. You will work in a people-first, inclusive culture, ensuring installation partners and end users receive exceptional technical assistance. The role leverages diagnostic tools alongside Assist, our AI-powered assistant, to analyze complex network logs and resolve system challenges, delivering a premier Assisted Experience.

A Bachelor’s degree or equivalent practical experience is welcome.

• Technical Resolution & Diagnostics:
  Analyze, troubleshoot, and resolve hardware, cloud software, mobile applications, and network issues for Avigilon Alta platforms; replicate customer environments in 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.
• Knowledge Base & Guidance:
  Contribute to Knowledge-Centered Service (KCS) by creating, editing, and publishing comprehensive technical knowledge base articles.
• Support Delivery:
  Provide real-time technical guidance and phone support to installation partners to help ensure successful on-site hardware deployments.

• Technical Expertise: Network troubleshooting to resolve IP routing, DNS configuration, and firewall communication issues.
• Multi-OS Support: Troubleshoot enterprise applications in Windows, Mac, or Linux environments.
• Technical
  
  Certifications:
  
  CompTIA A+, Network+, or CCNA.
• Professional
  
  Experience:
  
  Multi-channel delivery to manage and resolve customer inquiries via phone, email, tickets, and chat; thorough case documentation in CRM.
• Language: English proficiency to deliver clear, professional technical explanations.
• Preferred Qualifications: Experience with IP-based video management systems or cloud access control; knowledge of Windows Server administration; familiarity with physical low-voltage wiring, relay connections, or peripheral door hardware.

Target Base Salary Range: $52,900 - $59,900. Pay within this range varies based on knowledge, skills, and experience. Actual offer determined by candidate.

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401(k) with Company Match
• Paid Holidays and Generous Paid Time Off
• Employee Stock Purchase Plan and Parental & Family Leave

Basic Requirements: 1+ years of Technical Support experience;
High School Diploma or equivalent; legal authorization to work in the U.S. indefinitely; employer sponsorship not available.

Travel Requirements:
Under 10%

Relocation:
None

Position Type:
Experienced

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 committed to an inclusive and accessible recruiting experience. To request an accommodation, please complete the Reasonable Accommodations Form.

Learn more at  If you are a current Motorola Solutions employee, apply through your Workday account.