Technical Support Analyst (Hybrid) at 100034 Openpath Security Inc. — Allen, TX

Company Overview

Department Overview

At Motorola Solutions, we are committed to "Solving for safer" across the communities and enterprises we support. Our video security and access control division develops next-generation cloud-managed platforms that help to protect people, property, and places. We focus on engineering a proactive ecosystem that enables public safety agencies and commercial enterprises to collaborate seamlessly when it matters most.

Job Description

Join our global technical support organization as a Technical Support Analyst, where you will help to provide tier-one and tier-two troubleshooting for our Avigilon Alta Video and Access solutions. Working in a people-first, inclusive culture, you will help to ensure our installation partners and end users receive exceptional technical assistance. In this role, you will leverage advanced diagnostic tools alongside Assist, our intelligent AI assistant powered by Priority IntelligenceTM, to analyze complex network logs and resolve system challenges, delivering a premier "Assisted Experience" for those we protect. We invite applicants with a Bachelor's degree or equivalent practical experience to apply and join our mission-driven team.

Key Responsibilities:

Technical Resolution & Diagnostics

• Analyze, troubleshoot, and resolve hardware, cloud software, mobile applications, and network issues for Avigilon Alta platforms
• Replicate customer environments in our 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
• Contribute to our active Knowledge-Centered Service (KCS) by creating, editing, and publishing comprehensive technical knowledge base articles
• Provide real-time technical guidance and phone support to installation partners to help ensure successful on-site hardware deployments

Job Requirements:

Technical Expertise

• Network Troubleshooting to resolve IP routing, DNS configuration, and firewall communication issues
• Multi-OS Support to troubleshoot enterprise applications in Windows, Mac, or Linux environments
• Technical Certifications such as CompTIA A+, Network+, or CCNA

Professional Experience

• Multi-Channel Delivery to manage and resolve customer inquiries via phone, email, tickets, and chat systems
• Case Management to thoroughly document diagnostic steps and resolve cases within CRM ticketing platforms
• English Proficiency to deliver clear, professional technical explanations to partners and customers

Preferred Qualifications

• Experience with IP-based video management systems or cloud access control systems
• Knowledge of Windows Server administration
• Practical familiarity with physical low-voltage wiring, relay connections, or peripheral door hardware

Target Base Salary Range: $52,900 - $59,900

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Basic Requirements

• 1+ years of Technical Support experience.
• High School Diploma or equivalent.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10% Relocation Provided

None Position Type

Experienced Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement