Technical Support Specialist - Tier II, Eclipse Analytics

Overview

Motorola Solutions is a global company focused on people-first solutions that protect people, property, and places. The Rapid Deploy product line provides a cloud-native platform for public safety with Next Generation 911 capabilities, integrating mobile signals, datasets, and call information into a single operating system to improve emergency response and outcomes.

• Provide day-to-day support to customers using Zendesk Product Suite, answering and resolving inquiries within the scheduled shift or by transitioning issues to the next shift to ensure timely resolution.
• Represent Rapid Deploy to customers from diverse backgrounds, delivering a positive support experience and driving CSAT scores.
• Develop in-depth knowledge of all Rapid Deploy product offerings and stay current with new functionality and versions to resolve support tickets efficiently and with customer satisfaction.
• Investigate operational issues using tools such as Application Insights, Datadog, and Full Story to drive timely resolutions.
• Promote bugs and feature requests to Product and Engineering with complete information to support quick resolution.
• Escalate urgent and high-priority issues following established procedures and the appropriate chain of command.
• Communicate effectively with other team members to relay vital information in a timely and accurate manner.
• Participate in weekend and holiday on-call rotation as required.
• Work with the Support organization to achieve and maintain established SLA and KPI metrics to support operational success.
• Attend and participate in weekly team meetings, collaborating to promote ideas and solutions that support company success.
• Participate in cross-team meetings during shifts to collaborate on reported issues and drive priority.
• Contribute to the vision and mission of Rapid Deploy by assisting with other tasks as assigned in a fast-growing, dynamic market environment.

• 4+ years of experience within a Technical Support organization.
• Experience adhering to established Support KPIs and critical Technical Support SLAs (CSAT, Time to Resolution, First Response, etc.).
• Solid understanding of Cloud Software-as-a-Service (SaaS) offerings, enterprise software, and data analytics.
• Hands-on technical skills with curiosity to learn products, work with them, and provide recommendations to drive continuous improvement based on user value.
• Experience using tools such as Datadog and Application Insights to troubleshoot technical support issues.
• Demonstrated ability to provide exceptional customer care, internally and externally.
• Ability to prioritize, communicate, and escalate software issues appropriately.
• Strong analytical and problem-solving skills.
• Effective communication across technical and non-technical teams, translating customer pain points for internal stakeholders.
• Self-motivated, energetic, proactive team player with diplomacy and tact.
• Experience working in an on-call status (evenings, weekends, holidays, etc.).
• Strong interpersonal skills and the ability to collaborate across teams in person or virtually to achieve business objectives.
• Ability to work independently and collaboratively in a cross-functional environment with a commitment to diversity, equity, and inclusion.
• Public safety experience is a plus.

• 4+ years of experience within a Technical Support organization.
• Legal authorization to work in the U.S. indefinitely is required; employer sponsorship is not available for this position.
• Must be able to obtain background clearance as required by government customers.

Travel:
Under 10%

Relocation:
None

Position Type:
Experienced

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 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. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every employee to be their authentic self and to do their best work to deliver on the promise of a safer world. We are committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other health conditions. To request an accommodation, please complete the Reasonable Accommodations Form.