Technical Support Analyst supporting EcoOnline’s workplace safety and sustainability SaaS customers. Troubleshooting, triaging, documenting, and resolving issues across multiple support channels.
About the role
- Technical Support Analyst resolving cloud, mobile, and hardware issues for Motorola Solutions’ physical security platforms. Supporting installation partners and improving Avigilon Alta reliability.
Responsibilities
- Analyze and resolve complex technical inquiries across phone, email, chat, web portals, and messaging channels
- Manage customer support case lifecycles in the CRM, including escalations and communication
- Guide installation partners remotely through technical deployment and hardware wiring challenges
- Create, refine, and share Knowledge-Centered Service knowledge base content
- Use on-site labs and pre-release software environments to test and isolate hardware and platform issues
- Maintain troubleshooting logs documenting resolution steps and systemic edge cases
- Collaborate with product management, engineering, and sales teams to communicate user feedback
- Participate in technical training led by senior escalation and engineering teams
- Gather partner insights to support system reliability and software platform enhancements
Requirements
- Bachelor's degree or equivalent practical experience
- High School Diploma or higher
- 1+ years of experience in Technical Support or Customer Service
- Technical support or customer service experience
- Legal authorization to work in Canada is required
- Technical support for cloud-based SaaS access control systems, video management platforms, hardware wiring, and integrations
- Mobile application connectivity, wireless lock communications, and system integration troubleshooting
- Technical communication of complex system architecture concepts
- Technical case management using CRM tools
- Cross-functional communication with engineering, product teams, and external technical installers
- Ability to support shift-based schedules
- Preferred: CompTIA A+ or CCNA certifications
- Preferred: Working knowledge of Windows Server administration and network configuration
- Preferred: Experience supporting access control systems or video management software
Benefits
- Referral Payment Plan
- Travel requirements under 10%
- Inclusive and accessible recruiting experience
- Reasonable accommodations for candidates with disabilities or health conditions
- Equal Opportunity Employer
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
IT Support Technician providing hardware, software, and account support at Kinaxis, a global supply - chain orchestration company. Troubleshooting systems and assisting corporate IT projects onsite in Ottawa.
Transportation analyst reviewing development designs, traffic studies, and right - of - way requests for Peel Region. Coordinating engineering inquiries and recommendations for regional transportation infrastructure.
PLM Support Analyst supporting NX Designcenter and Teamcenter PLM for NFI, a global bus manufacturer. Maintaining CAD data, system access, performance, and engineering workflows.
Business Support Analyst providing operational guidance, data insights, and risk - aware solutions for BMO banking teams. Supporting stakeholders, strategic initiatives, incident management, and change execution remotely in Ontario.
Amazon Connect Support Engineer monitoring and troubleshooting AWS - based contact center environments for global IT services company Miratech. Enhancing Splunk and CloudWatch observability, reliability, and production support.
Junior Technical Support Analyst supporting enterprise systems, integrations, and digital transformation projects. Contributing to system analysis, testing, documentation, and stakeholder issue resolution.
Technical Business Analyst supporting logistics and transportation integrations at a global technology consultancy. Working with ERP, EDI, B2B platforms, and operational support teams in Montreal.
Technical Support Agent troubleshooting POS systems and resolving customer technical issues. Managing tickets, calls, escalations, and CRM documentation remotely.
Site Support Technician resolving hardware, software, and connectivity issues for Computershare’s financial administration business. Delivering on - site support, asset management, workspace maintenance, and IT project assistance.