Remote Support Analyst II - Customer Issues & Solutions

Motorola Solutions; Schaumburg (IL); Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking a Level 2 Support Services Analyst for the Noggin platform. You will resolve complex requests, analyze root causes, document solutions, and collaborate with DevOps and Engineering to meet SLAs. Remote-friendly US-based role requiring strong customer service and problem-solving skills.

The position emphasizes knowledge-sharing, continuous learning, and delivering high-quality support across channels. Weekends coverage is noted, with a base salary range provided.

Qualifications

• Bachelor's degree or equivalent experience.
• 1+ year of professional software application support experience.
• Experience supporting non-technical users.
• Familiarity with service management practices and systems.
• Desirable: AI tools or concepts; API integrations; JSON data exposure.

Responsibilities

• Provide accurate, timely support via multiple channels to ensure customer satisfaction.
• Analyze issues to determine root causes and document findings.
• Contribute to knowledge base and issue resolution processes.
• Ensure SLA adherence and escalate when needed.
• Collaborate with DevOps/Engineering to meet service requirements.
• Pre-escalation investigations and thorough ticket enrichment.

Skills

Customer support

Problem analysis

Knowledge base maintenance

SLA compliance

Escalation handling

Continuous learning

Education

Bachelor's degree in Business, Commerce, IT, CS or related

Tools

APIs

JSON data

AWS

Azure

Job description

Motorola Solutions is seeking a Level 2 Support Services Analyst for the Noggin platform. You will resolve complex requests, analyze root causes, document solutions, and collaborate with DevOps and Engineering to meet SLAs. Remote-friendly US-based role requiring strong customer service and problem-solving skills.

The position emphasizes knowledge-sharing, continuous learning, and delivering high-quality support across channels. Weekends coverage is noted, with a base salary range provided.