Technical Customer Support (US Remote)

Avigilon Corporation

Avigilon Corporation

IT, Customer Service
Remote · Salt Lake City, UT, USA
Posted on Thursday, November 9, 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

CMSO Software Enterprise Operations Organization is a group that delivers software solutions to the public safety sector. Our group is committed to providing the technology, knowledge, and tools that will allow our customers to focus on their mission-critical goals and responsibilities. We provide support for groundbreaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations. Public Safety Applications (PSA) deploys and supports products such as Computer Aided Dispatch (CAD), Records Management Systems (RMS), Jail Management Systems (JMS), and Mobile Data Computing, among other offerings. Technical Support Operations (TSO) is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.

Job Description

The PremierOne Back Office Support Technician will be responsible for various customer supporting functions and products including customer CAD and RMS applications, the infrastructure that operates the applications, related services, interfaces, and various other ancillary systems. Knowledge of the PremieOne application is a plus. Basic network and infrastructure knowledge will contribute to a successful position. Primary duties will include triaging and troubleshooting issues, interacting with customers and team technicians, providing resolutions, and implementing solutions to issues hindering the functionality of mission-critical systems. The PremierOne Support team works within a ServiceNow ticketing system to capture and document all troubleshooting activities, customer interactions, and knowledge applicable to solving problems. Duties will also include working with the PremierOne Engineering teams to enter and classify defects based on identified issues. The candidate must have excellent technical and interpersonal communication skills.

What you will do as a member of the PremierOne Back Office Support team:

  • Solve problems by identifying the root cause of a reported incident; either application use or product code.

  • Gather data that will aid in code fixes specific to the customer’s environment, and/or defects identified within a specific product.

  • Support customers who depend on CAD and RMS systems to keep their public safety operations running.

  • Implement best practices that best suit a customer based on their needs and business processes.

  • Build expert knowledge in the Mission Critical Software and Public Safety Solution Industry.

  • Work with various teams including Support, Product Management, Engineering, and Customer Success groups.

  • Utilize relationships amongst Motorola teams to identify and determine the best approach to support customers, their systems, and everyday needs.

  • Actively utilize the support ticketing system to update customers on incident status, next steps, and resolution of an issue.

  • Be a member of a team that supports mission-critical systems during off hours on a rotational schedule.

Preferred skills and requirements to help you be successful in this role:

  • Bachelor's Degree in Information Technology/Computer Science and/or 5+ years of Technical Customer Support experience. ​

  • 3+ years of Public Safety Applications experience involving CAD and/or RMS applications.

  • Technical knowledge and experience with Microsoft SQL Server, Microsoft Windows Server, and Desktop Operating Systems.

  • Experience with SQL query writing

  • Basic Network and Infrastructure knowledge. Experience with Firewalls and routers; F5 and Fortigate preferred.

  • Knowledge and experience with the PremierOne Application Suite is a plus.

  • Works well as a single resource, as well as a member of a team.

  • Ability to represent yourself and the company with the utmost professionalism.

  • Ability to pass stringent background checks based on local and Federal fingerprint submissions.

  • Ability to participate in on-call duties for off-hour issues on a rotational basis.

  • Ability to troubleshoot application system issues including hardware, networking, and third-party components preferred.

  • This position is subject to working in high-security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers



Basic Requirements

  • Bachelor's Degree in Information Technology/Computer Science and or 5+ years of Technical Customer Support experience. ​

  • Must be able to obtain background clearance as required by government customer

  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

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.