Technical Support Specialist - Tier II, Radius Mapping

Description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Dedicated to supporting the RapidDeploy product line—a leading cloud-native public safety platform that serves as a vital component within the Vesta NXT ecosystem, as well as other 3rd party call handling solutions. We provide Next Generation 911 (NG911) solutions that deliver intelligent, real-time data throughout the emergency response process, empowering public safety answering points (PSAPs) and first responders to make critical decisions. By integrating supplemental location data, mobile signals, and rich media into a unified operational view, our team enhances situational awareness, optimizes dispatch efficiency, and directly contributes to life-saving outcomes.

RapidDeploy 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.

Responsibilities

• Customer Support & Service Excellence: Deliver high-quality day-to-day customer support using the Zendesk Product Suite by triaging incoming tickets, identifying recurring trends, and driving customer inquiries to prompt resolution while maintaining seamless cross-shift issue transitions.
• Brand Representation & Satisfaction: Act as a professional representative of Motorola Solutions, delivering high-touch customer experiences across diverse client bases to drive strong Customer Satisfaction (CSAT) outcomes.
• Product Subject Matter Expertise: Build and maintain deep functional knowledge of all RapidDeploy product suite offerings, staying aligned with new feature releases and version updates to optimize resolution efficiency.
• Technical Diagnostics & Observability: Utilize APM and diagnostic tools—including Application Insights, Datadog, and FullStory—to investigate, troubleshoot, and resolve complex SaaS operational issues.
• Product & Engineering Collaboration: Document, log, and advocate for software bugs and feature enhancements with Product and Engineering teams, providing complete technical context to accelerate fix delivery.
• Incident Escalation: Manage and escalate urgent, high-priority incidents in accordance with established organizational governance and escalation paths.
• Cross-Functional Alignment: Actively participate in shift-based and cross-functional team meetings to communicate critical updates, align on priority issues, and collaborate on operational enhancements.
• SLA & KPI Performance: Partner with the broader support team to consistently meet and exceed operational metrics, including First Response Times, Time to Resolution (TTR), and overall SLA compliance.
• Operational Readiness: Support continuous coverage requirements by participating in scheduled weekend, holiday, and rotational on-call duties as needed.

Requirements

• 4+ years of experience delivering tier-2 or higher technical support within a enterprise software or SaaS organization.
• Proven SLA & KPI Management: Strong track record of adhering to and exceeding core support metrics, including CSAT, Time to Resolution (TTR), and First Response SLAs.
• Technical & Cloud Proficiency: Solid foundational knowledge of Cloud Software-as-a-Service (SaaS) architecture, enterprise software workflows, and data analytics.
• Diagnostic & Observability Tools: Hands-on experience using application performance monitoring and troubleshooting tools such as Datadog, Application Insights, FullStory, or similar platforms.
• Problem-Solving & Aptitude: Strong technical curiosity with a continuous-improvement mindset, capable of diagnosing complex issues and recommending user-centric enhancements.
• Prioritization & Escalation: Excellent analytical skills with a demonstrated ability to evaluate, prioritize, and escalate critical technical issues using established incident management frameworks.
• Cross-Functional Communication: Exceptional written and verbal communication skills, with the ability to bridge technical and non-technical teams and translate complex customer pain points effectively.
• Collaborative & Adaptable: Proven ability to work both independently and collaboratively across multi-functional, diverse teams in remote or hybrid environments.
• Operational Readiness: Experience participating in scheduled weekend, holiday, or rotational on-call support coverage.
• Public Safety Knowledge: Prior experience supporting Public Safety software, NG911, or emergency communications systems is highly desirable (a plus).
• This is a fully remote position based in the US.
• Target Base Salary Range: $75,000 - $85,000 USD
• Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
• LI-JM3
• LI-REMOTE
• Basic Requirements
• Required Skills:
• High School diploma, Associates, or Bachelor's degree, and 4+ years of experience within a Technical Support environment required for this position.
• Must be able to obtain a background clearance as required by our government customers.
• 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
• Our U.S. Benefits include:
• 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!