Motorola Solutions
Sr. Technical Support Representative
Motorola Solutions, Waltham, Massachusetts, United States, 02254
Overview
Sr. Technical Support Representative - SaaS platform (Remote) – Motorola Solutions. Rave Mobile Safety, a Motorola Solutions company, makes complex emergency response simple by building easy to use, trustworthy critical communication and collaboration software. Rave’s platform helps 9-1-1 call centers serve their communities, schools create a safe learning environment, and corporations protect their global workforce by helping them prepare better, respond faster, and communicate effectively during emergencies. Job Description
Rave’s support team is expanding to ensure that our life-saving products are working in the best way possible for businesses and communities throughout the country. Rave is seeking a self-motivated, professional Technical Support Engineer with strong technical software skills. You should be passionate about improving public safety, innovative technology and providing a great customer experience to our clients. We continue to experience tremendous growth—and we want to talk to you. Our award-winning products are widely recognized as helping to foster quick, relevant, and actionable communication during times of high stress and crisis. What You’ll Do
The Technical Support Engineer will play an integral role in the success of the Rave Services team as the expert in troubleshooting and guidance of all Rave products. The successful candidate should have a track record of working directly with a wide spectrum of customers while resolving complex issues in a fast-paced environment. Learn and support multiple products in a fast-paced environment while expanding product knowledge. Troubleshoot Rave’s suite of notification software products. Respond to support requests (tickets) via email, screen sharing and phone in a timely and professional manner. Troubleshoot a broad range of technical issues on Rave’s SaaS platforms. Manage time and expectations to meet multiple deadlines; reprioritize tickets as needed. Conduct training on various Rave Products and Services. Participate in on-call rotation. Act as liaison between the customer and internal Rave escalation teams. Drive improvements in process and policy across Rave. Who You Are
3+ years supporting customers on enterprise SaaS platforms.
Basic knowledge of web services/web technology (HTML, XML). Basic understanding of SMS networks and mobile applications. Basic understanding of TCP/IP, DNS, DHCP, IP subnets. Intermediate to advanced CSV/Spreadsheet manipulation skills. Experience in API, SFTP, SSO, support ticketing software (i.e. Zendesk). Ability to work independently and collaboratively as needed. Excellent investigative and troubleshooting skills. Excellent verbal and written communication skills, ability to work under strict deadlines and interact with customers of varying experience levels. Demonstrated ability to research and resolve problems using a variety of tools. BA/BS degree required (CS/MIS or technical field preferred). Above and Beyond
Some knowledge of relational databases (SQL Server, Oracle, MySQL). Experience with DMARC, DKIM, SPF records. Experience with RSS, CAP, IPAWS/FEMA/NWS. Experience with telecommunications, emergency notification or public safety systems support. French speaking a plus! Experience with AI/machine learning technologies is strongly preferred. Requirements & Benefits
Target Base Salary Range: $44,800 - $74,700 USD. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. Note: Candidate can reside anywhere in the US, but the Boston area is preferred. Bachelors Degree with 3+ years supporting customers on enterprise SaaS platforms. Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. Travel Requirements: None Relocation Provided: None Position Type: Experienced Referral Payment Plan: Yes Benefits (U.S.)
Incentive Bonus Plans Medical, Dental, Vision benefits 401K 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 person to be their most authentic self. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you. Location: United States (Boston area preferred) | Refund: Not applicable | Our U.S. Benefits include: above listed
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Sr. Technical Support Representative - SaaS platform (Remote) – Motorola Solutions. Rave Mobile Safety, a Motorola Solutions company, makes complex emergency response simple by building easy to use, trustworthy critical communication and collaboration software. Rave’s platform helps 9-1-1 call centers serve their communities, schools create a safe learning environment, and corporations protect their global workforce by helping them prepare better, respond faster, and communicate effectively during emergencies. Job Description
Rave’s support team is expanding to ensure that our life-saving products are working in the best way possible for businesses and communities throughout the country. Rave is seeking a self-motivated, professional Technical Support Engineer with strong technical software skills. You should be passionate about improving public safety, innovative technology and providing a great customer experience to our clients. We continue to experience tremendous growth—and we want to talk to you. Our award-winning products are widely recognized as helping to foster quick, relevant, and actionable communication during times of high stress and crisis. What You’ll Do
The Technical Support Engineer will play an integral role in the success of the Rave Services team as the expert in troubleshooting and guidance of all Rave products. The successful candidate should have a track record of working directly with a wide spectrum of customers while resolving complex issues in a fast-paced environment. Learn and support multiple products in a fast-paced environment while expanding product knowledge. Troubleshoot Rave’s suite of notification software products. Respond to support requests (tickets) via email, screen sharing and phone in a timely and professional manner. Troubleshoot a broad range of technical issues on Rave’s SaaS platforms. Manage time and expectations to meet multiple deadlines; reprioritize tickets as needed. Conduct training on various Rave Products and Services. Participate in on-call rotation. Act as liaison between the customer and internal Rave escalation teams. Drive improvements in process and policy across Rave. Who You Are
3+ years supporting customers on enterprise SaaS platforms.
Basic knowledge of web services/web technology (HTML, XML). Basic understanding of SMS networks and mobile applications. Basic understanding of TCP/IP, DNS, DHCP, IP subnets. Intermediate to advanced CSV/Spreadsheet manipulation skills. Experience in API, SFTP, SSO, support ticketing software (i.e. Zendesk). Ability to work independently and collaboratively as needed. Excellent investigative and troubleshooting skills. Excellent verbal and written communication skills, ability to work under strict deadlines and interact with customers of varying experience levels. Demonstrated ability to research and resolve problems using a variety of tools. BA/BS degree required (CS/MIS or technical field preferred). Above and Beyond
Some knowledge of relational databases (SQL Server, Oracle, MySQL). Experience with DMARC, DKIM, SPF records. Experience with RSS, CAP, IPAWS/FEMA/NWS. Experience with telecommunications, emergency notification or public safety systems support. French speaking a plus! Experience with AI/machine learning technologies is strongly preferred. Requirements & Benefits
Target Base Salary Range: $44,800 - $74,700 USD. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. Note: Candidate can reside anywhere in the US, but the Boston area is preferred. Bachelors Degree with 3+ years supporting customers on enterprise SaaS platforms. Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. Travel Requirements: None Relocation Provided: None Position Type: Experienced Referral Payment Plan: Yes Benefits (U.S.)
Incentive Bonus Plans Medical, Dental, Vision benefits 401K 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 person to be their most authentic self. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you. Location: United States (Boston area preferred) | Refund: Not applicable | Our U.S. Benefits include: above listed
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