Technical Support Analyst (Hybrid)
About The Position
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 Intelligence™, 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.
Requirements
- 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
- 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
- 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.
Nice To Haves
- 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
Responsibilities
- 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
- 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
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
Mid Level
Education Level
High school or GED
