Premier Support Engineer

Avigilon Corporation

Avigilon Corporation

Other Engineering, Customer Service
Posted on Saturday, September 30, 2023

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

Premier Support for the WatchGuard Product Line

Job Description

The Premier Support Engineers provide white-glove support and solutions to an assigned group of customers. They work cross- functionally with Support, Sales and Development. Their goals are to maximize client experience with WatchGuard products, and to proactively ensure a stable and secure product experience. The role requires strong problem-solving, communication, and client-relation skills.

Key Responsibilities and Accountabilities

  • Own and pro-actively manage the technical relationship of assigned high profile customers.
  • Accurately document product issues and convey workarounds and fixes to customers.
  • Know and understand your customer’s IT infrastructure and make recommendations where appropriate to ensure healthy operations.
  • Ensure prompt and complete resolution of technical challenges and business issues, drive other teams as required and set customer expectations.
  • Maintain documentation of clients’ technology environment and system configurations
  • Proactively identify solutions and enhancements to ensure your customer’s long-term success
  • Develop and maintain a deep understanding of WatchGuard products and services.
  • Must have reasonable flexibility in personal schedule for travel, on-call responsibilities, and completing customer calls.
  • Embraces opportunity/requirement to travel onsite and provide support/solutions (overnight travel is typically up to 25%)

Experience Requirements

  • 5 – 10 years of experience in IT helpdesk and/or application support role
  • Extensive Hardware, Software and Networking troubleshooting
  • Experience with SQL Server Database troubleshooting
  • Advanced knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10
  • Advanced knowledge of Active Directory, DNS, DHCP, TCP/IP, VPN, LAN
  • Advanced knowledge of Router, switches, VLANs, VPN
  • Knowledge of Virtualization; Hyper-V, VMWare a plus
  • Advanced understanding of internet protocols (HTTP, SSL/TLS, TCP/IP, etc.)
  • Demonstrated ability to prioritize and multitask in a deadline driven high-pressure environment
  • Experience and demonstrated ability to provide an outstanding level of customer service.
  • Ability to develop professional relationships and provide support in a professional and articulate manner

Education Requirements

  • Bachelor’s Degree in Computer Science or related field
  • MCP and/or MCSE Certifications preferred


Basic Requirements

  • Bachelor’s Degree in Computer Science or related field
  • 5 + years of experience in IT helpdesk and/or application support role

Travel Requirements

Under 10%

Relocation Provided


Position Type


Referral Payment Plan


Our U.S. Benefits include:

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

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.