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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Specialist - **Company:** Motorola Solutions, Inc. - **Location:** Uxbridge, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Agile Methodology, System Configuration, Linux, Internet Group Management Protocols, Internet Protocol, Multicasting, Network Information Services, TCP/IP, Network Routers, Real-Time Transport Protocol, Firewalls (Computer Science), Information Technology, Wireless Technologies - **Published:** August 2, 2026 - **Apply:** https://www.totaljobs.com/job/senior-technical-support-specialist/motorola-solutions-uk-ltd-job107783206 ## About the Role * Exceptional skills in problem solving & time management. * Manages customer expectations while working toward the cases logical resolution. * Reads, writes, and speaks English fluently; communicates complex technical problems and solutions to customers of all skill levels while being personable. * A self-starter who can work independently as well as in a team environment with minimal supervision. * Has a level temperament while handling high-stress situations & maintains effective communication with all stakeholders. * Prior experience supporting cloud based Access control and Video products. * Prior Linux Experience preferred. * Desire to constantly learn and evolve at the same pace as the product cycles. * Agile, resourceful learner with strong attention to detail. * Display a working knowledge of Installing, configuring, and troubleshooting various operating systems, software, along with access control and video hardware. * Strong knowledge of IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting., * 3+ years of support experience, and/or a bachelor's degree in IT/Computer Science. (or equivalent experience) * Legal authorization to work in the UK or Europe (Poland or Portugal) indefinitely is required. Employer work permit sponsorship is not available for this position. ## Description Reporting to the Technical Support Manager, the Senior Support Agent ensures that critical customer issues related to our Avigilon Alta Video and Access products are resolved in a timely manner. The Senior Support Agent will also be responsible for assisting leadership in passing knowledge to the technical support team through swarming, training, coaching, or mentoring sessions - while also handling critical and complex customer issues, providing white-glove service., * Obtain and maintain superior knowledge and understanding of Alta's cloud based products: Video/Access Control/VMS software and hardware, including cameras, access control hardware, servers, networks, sensors, and 3rd party integrations. * Provide senior level support for Alta hardware and software products over the phone and digitally through escalation cases. * Share knowledge and efficiently collaborate with both the Technical Support (via Swarming) and our Dev/Escalations teams (via Escalations). * Investigate escalated cases, diving deeper into logs looking into root cause analysis and identifying bugs, or functional expectation issues and escalating accordingly to our Product/Dev/Engineering teams while keeping the client informed throughout the process. * Serve as Alta subject matter expert (SME) within the team and the company. * Concisely document software, hardware, and network information in a case management system including escalation/dev tickets. * Provide an exceptional customer experience during customer interaction via escalations. * Efficiently prioritize between swarming tasks, case management, and escalations. * Assist with departmental project work when required. * Continuously learns new skills, technologies & products; keeping up with Avigilon Alta's pace of innovation. * Understand and contribute to our Knowledge Library (Knowledge Centered Support). ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)