Motorola Solutions
Sr. Technical Support Representative - SaaS platform (Remote)
Motorola Solutions, Schaumburg, Illinois, us, 60159
Overview
Motorola Solutions is a global company focused on people, public safety, and safer communities. We offer critical communications, video security and command center technologies that support public safety agencies and enterprises. This is a career that matters as we work toward a safer future. Department
Rave Mobile Safety, a Motorola Solutions company, builds easy-to-use, trustworthy critical communication and collaboration software. Rave helps 9-1-1 call centers serve communities, supports safer schools, and helps corporations protect global workforces during emergencies. Rave’s solutions were utilized in 40 million incidents in 2022. This is an opportunity to contribute in a rapid-growth SaaS environment with a product suite that impacts lives. Job Description
Rave's support team is expanding to ensure life-saving products operate effectively for businesses and communities nationwide. We are seeking a self-motivated, professional Technical Support Engineer with strong technical software skills who is passionate about public safety, innovative technology, and delivering excellent customer experiences. Our award-winning products are recognized for facilitating quick, relevant, and actionable communication during high-stress situations. Responsibilities
The Technical Support Engineer will be the expert in troubleshooting and guiding all Rave products, and will work directly with a wide spectrum of customers to resolve complex issues in a fast-paced environment. Learn and support multiple products in a fast-paced environment while expanding product knowledge. Perform basic to complex troubleshooting of Rave’s suite of notification software products. Respond to support requests 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 and reprioritize tickets as needed. Conduct training on various Rave Products and Services. Participate in on-call rotation and liaise between customers and internal escalation teams. Drive continuous improvements in processes and policy across Rave. Qualifications
3+ years supporting customers on enterprise SaaS platforms. Basic knowledge of web technologies (HTML, XML) and SMS/mobility concepts. Understanding of TCP/IP, DNS, DHCP, and IP subnets. Strong CSV/Spreadsheet manipulation skills. Experience with API, SFTP, SSO, and support ticketing software (e.g., Zendesk). Ability to work independently and in a team, with excellent investigative and troubleshooting skills. Excellent verbal and written communication skills; able to interact with customers of varying experience levels and meet deadlines. BA/BS degree in CS, MIS, or a technical field (preferred). Above and Beyond
Relational databases knowledge (SQL Server, Oracle, MySQL). Experience with DMARC, DKIM, SPF records; RSS, CAP, IPAWS/FEMA/NWS. Experience with telecommunications, emergency notification, or public safety systems support. French language skills a plus; experience with AI/machine learning technologies preferred. Compensation and Benefits
Target Base Salary Range: $44,800 - $74,700 USD. Pay is dependent on job-related knowledge, skills, and experience. The actual offer will be based on the candidate. This role supports candidates nationwide; Boston area is preferred. Benefits include: Incentive bonus plans, medical/dental/vision, 401K, 10 paid holidays, generous paid time off, employee stock purchase plan, paid parental and family leave, and more. Requirements and Logistics
Bachelor’s Degree with 3+ years supporting customers on enterprise SaaS platforms. Legal authorization to work in the U.S. indefinitely; employer sponsorship is not available. Travel and Relocation
Travel: None. Relocation: None. Position Type: Experienced. EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration 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 committed to an inclusive, accessible recruiting experience. To request an accommodation, please complete the Reasonable Accommodations Form.
#J-18808-Ljbffr
Motorola Solutions is a global company focused on people, public safety, and safer communities. We offer critical communications, video security and command center technologies that support public safety agencies and enterprises. This is a career that matters as we work toward a safer future. Department
Rave Mobile Safety, a Motorola Solutions company, builds easy-to-use, trustworthy critical communication and collaboration software. Rave helps 9-1-1 call centers serve communities, supports safer schools, and helps corporations protect global workforces during emergencies. Rave’s solutions were utilized in 40 million incidents in 2022. This is an opportunity to contribute in a rapid-growth SaaS environment with a product suite that impacts lives. Job Description
Rave's support team is expanding to ensure life-saving products operate effectively for businesses and communities nationwide. We are seeking a self-motivated, professional Technical Support Engineer with strong technical software skills who is passionate about public safety, innovative technology, and delivering excellent customer experiences. Our award-winning products are recognized for facilitating quick, relevant, and actionable communication during high-stress situations. Responsibilities
The Technical Support Engineer will be the expert in troubleshooting and guiding all Rave products, and will work directly with a wide spectrum of customers to resolve complex issues in a fast-paced environment. Learn and support multiple products in a fast-paced environment while expanding product knowledge. Perform basic to complex troubleshooting of Rave’s suite of notification software products. Respond to support requests 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 and reprioritize tickets as needed. Conduct training on various Rave Products and Services. Participate in on-call rotation and liaise between customers and internal escalation teams. Drive continuous improvements in processes and policy across Rave. Qualifications
3+ years supporting customers on enterprise SaaS platforms. Basic knowledge of web technologies (HTML, XML) and SMS/mobility concepts. Understanding of TCP/IP, DNS, DHCP, and IP subnets. Strong CSV/Spreadsheet manipulation skills. Experience with API, SFTP, SSO, and support ticketing software (e.g., Zendesk). Ability to work independently and in a team, with excellent investigative and troubleshooting skills. Excellent verbal and written communication skills; able to interact with customers of varying experience levels and meet deadlines. BA/BS degree in CS, MIS, or a technical field (preferred). Above and Beyond
Relational databases knowledge (SQL Server, Oracle, MySQL). Experience with DMARC, DKIM, SPF records; RSS, CAP, IPAWS/FEMA/NWS. Experience with telecommunications, emergency notification, or public safety systems support. French language skills a plus; experience with AI/machine learning technologies preferred. Compensation and Benefits
Target Base Salary Range: $44,800 - $74,700 USD. Pay is dependent on job-related knowledge, skills, and experience. The actual offer will be based on the candidate. This role supports candidates nationwide; Boston area is preferred. Benefits include: Incentive bonus plans, medical/dental/vision, 401K, 10 paid holidays, generous paid time off, employee stock purchase plan, paid parental and family leave, and more. Requirements and Logistics
Bachelor’s Degree with 3+ years supporting customers on enterprise SaaS platforms. Legal authorization to work in the U.S. indefinitely; employer sponsorship is not available. Travel and Relocation
Travel: None. Relocation: None. Position Type: Experienced. EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration 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 committed to an inclusive, accessible recruiting experience. To request an accommodation, please complete the Reasonable Accommodations Form.
#J-18808-Ljbffr