Senior Technical Support Specialist - Avigilon Alta

About the role

Motorola Solutions Portugal is hiring a Senior Technical Support Specialist in Lisbon, reporting to the Technical Support Manager. The role ensures that critical customer issues related to Avigilon Alta Video and Access products are resolved quickly, while also helping leadership share knowledge with the team through swarming, training, coaching or mentoring. The position is based in Lisbon with 10-25% travel.

Key responsibilities

• Maintain deep knowledge of Alta's cloud-based products: video, access control and VMS software and hardware, including cameras, access control hardware, servers, networks, sensors and third-party integrations.
• Provide senior-level support by phone and digitally through escalation cases.
• Collaborate with Technical Support via swarming and with Dev/Escalation teams via escalations, investigating escalated cases, analysing logs, finding root causes and bugs, and escalating to Product/Dev/Engineering while keeping the client informed.
• Serve as Alta subject matter expert within the team and the company.
• Document software, hardware and network information in the case management system, including escalation and dev tickets.
• Prioritise between swarming tasks, case management and escalations, and assist with departmental projects when needed.
• Contribute to the Knowledge Library (knowledge-centred support) and keep learning new skills and products.

Required profile

• 3+ years of support experience, or a bachelor's degree in IT/Computer Science (or equivalent).
• Legal authorisation to work in the UK or Europe (Poland or Portugal) indefinitely; employer work permit sponsorship is not available.
• Fluent reading, writing and speaking of English, able to explain complex technical issues to customers of all skill levels.
• Self-starter who works independently and in a team, with a calm temperament under pressure.

Required skills

• Preferred: prior experience supporting cloud-based access control and video products, and prior Linux experience.
• Working knowledge of installing, configuring and troubleshooting operating systems, software, access control and video hardware.
• Strong knowledge of IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and multicasting.