Technical Support Specialist - Tier II, Radius Mapping

Overview

At Motorola Solutions, we believe that everything starts with our people. We''re a global close-knit community, united by the pursuit to help keep people safer. We build and connect technologies to protect people, property and places, enabling safer communities, safer schools, safer hospitals, safer businesses, and safer nations. Connect with a career that matters, and help us build a safer future.

Focusing on the Rapid Deploy product line, a leading cloud-native platform for public safety. We provide Next Generation 911 solutions that deliver intelligent information throughout the emergency response journey, empowering agencies and first responders to drive better outcomes in mission-critical situations. Our platform, combined with a curated partner network, integrates mobile signals, critical datasets, and call information into a single operating system, improving emergency response with location accuracy, situational awareness, modern communications, and actionable insights.

Ultimately, our products improve outcomes and save lives.

Rapid Deploy is seeking a motivated Technical Support professional to deliver exceptional customer care, manage Zendesk inquiries, and troubleshoot cloud SaaS solutions. In this role, you will collaborate across technical and non-technical teams, monitor critical SLA metrics, and leverage data analytics tools to resolve complex software issues.

• Provide day-to-day support to customers using Zendesk Product Suite to answer and resolve inquiries within the scheduled shift or by reporting and transitioning the issue to the next scheduled shift so that the issue is resolved timely.
• Act as a representative of Rapid Deploy to customers of diverse backgrounds, ensuring a positive experience with the Rapid Deploy support organization, ultimately driving positive CSAT scores.
• Develop in-depth knowledge of all Rapid Deploy product offerings, staying on top of new functionality and versions as they are released to effectively and efficiently resolve all support tickets in a timely manner with customer satisfaction.
• Investigate operational issues using tools such as Application Insights, Datadog and Full Story to drive issues toward timely resolution.
• Promote bugs and feature requests to the Product and Engineering teams for review and prioritization, ensuring all necessary information is included to strive for quick resolution.
• Escalate urgent and high-priority issues as necessary, following established escalation procedures by adhering to the appropriate chain of command.
• Effectively communicate with other members of the organization to relay vital information timely and accurately.
• Participate in weekend and holiday on-call rotation schedules as required.
• Proactively 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 supportive of driving company success.
• Participate in cross-team meetings during your shift to collaborate on reported issues and drive priority.
• Contribute to the vision and mission of Rapid Deploy by helping and performing 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 KPI 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 the 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, or similar, to troubleshoot technical support issues.
• Demonstrated ability to provide exceptional customer care, both internal and external.
• Proven ability to appropriately prioritize, communicate, and escalate software issues.
• Strong analytical and problem-solving skills.
• Ability to communicate effectively across the experience/management spectrum, translate between technical and non-technical teams, and empathetically communicate customers  pain points to various internal teams.
• Self-motivated, energetic, proactive team player with innovative ideas, diplomacy and tact.
• Experience working in an on-call status (evening, weekends, holidays, etc.).
• Strong interpersonal skills with the ability to work across teams, both in person and virtually, to achieve business objectives.
• Ability to work independently, yet collaboratively, in a cross-functional company that supports diversity, equity, and inclusion among internal and external stakeholders.
• Public Safety experience a plus.

Target Base Salary Range: $75,000 - $85,000 USD

Security

Note:

This position is subject to working in high security areas governed by the US Department of Justice s Criminal Justice…