Senior Technical Support Specialist

Quick Facts

• Role: Senior Technical Support Specialist (Avigilon Alta video/access products)

Description

You will deliver senior, white-glove technical support for critical customer issues related to Avigilon Alta cloud video and access products, resolving cases in a timely manner. You’ll investigate escalations using logs for root cause analysis, collaborate with Technical Support (swarming) and Dev/Escalations teams, and document findings in a case management system. You will also act as an Alta subject matter expert and help coach the technical support team through training and mentoring.

Responsibilities

• Maintain expert knowledge of Alta cloud-based Video/Access Control/VMS software and hardware, including cameras, access control hardware, servers, networks, sensors, and 3rd-party integrations
• Provide senior-level support over the phone and digitally, including escalation-case handling
• Investigate escalated cases with log analysis to identify bugs or functional expectation issues and escalate to Product/Dev/Engineering while keeping the customer informed
• Serve as an Alta subject matter expert (SME)
• Document software, hardware, and network details in a case management system, including escalation/dev tickets
• Prioritize between swarming tasks, case management, and escalations
• Assist with departmental project work as needed
• Continuously learn new Alta technologies/products and contribute to the Knowledge Library (Knowledge Centered Support)

Requirements

• 3+ years of support experience and/or a bachelor’s degree in IT or Computer Science (or equivalent experience)
• Legal authorization to work in the UK or Europe indefinitely (Poland or Portugal); employer work permit sponsorship not available
• Fluent English communication
• Proven ability to solve problems effectively and manage time while meeting logical case resolution
• Ability to work independently and collaboratively with minimal supervision
• Ability to remain calm and communicate effectively in high-stress situations
• Experience supporting cloud-based access control and video products
• Working knowledge of installing, configuring, and troubleshooting operating systems, software, and access control/video hardware

Benefits

Not specified in the provided posting.