Senior Technical Support Engineer - Avigilon Alta (Hybrid)
About The Position
We are seeking a senior-level technical professional to join our global Employee Experience support framework as a foundational technical expert. In this role, you will champion customer success by managing complex technical dependencies and resolving high-tier escalations. You will serve as a technical anchor, supporting your team members through cross-functional collaboration and knowledge-sharing initiatives. This role is built around an augmented, "Assisted Experience" model where your strategic judgment elevates our operational performance and delivers human-centric technical resolutions.
Requirements
- IP Networking to configure and troubleshoot routers, firewalls, wireless tech, TCP/IP, UDP, and Multicast configurations
- Cloud Security Systems to demonstrate subject matter expertise across VMS platforms, cloud architecture, cameras, and physical controllers
- Linux Operating Systems to systematically inspect backend platform directories, scripts, and diagnostic system outputs
- Time Management to prioritize workload effectively between engineering swarms, personal queues, and multi-team projects
- Stakeholder Communication to synthesize complex data structures into actionable, high-level summaries for customers
- Resourceful Learning to adapt to fast-paced hardware design cycles and changing product frameworks
- High School Diploma or GED
- 5+ years of technical support or engineering experience
- Legal authorization to work in the U.S. indefinitely is required.
Responsibilities
- Analyze complex software, hardware, and deployment logs to isolate root causes and diagnose software bugs across cloud-based video and access systems
- Oversee advanced technical troubleshooting workflows over phone and digital channels to resolve high-priority partner issues
- Document hardware, network, and case-specific data inside our centralized tracking systems to accelerate ongoing engineering cycles
- Facilitate open knowledge transfer sessions through technical swarming, training, and targeted mentoring to uplevel junior team members
- Author, review, and expand technical articles within our collective Knowledge Centered Support library
- Coordinate daily project tasks and prioritize shifting workloads between active escalations and department work
- Partner directly with Product, Development, and Engineering teams to transition isolated bugs into official product resolutions
- Deliver a white-glove support experience during complex infrastructure updates and advanced service investigations
- Help to ensure continuous alignment with technical innovation timelines across all cloud product portfolios
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
