Remote Support Analyst II: Customer Solutions

Motorola Solutions; Lexington (KY); Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

and more!

Job summary

Motorola Solutions is seeking a Support Services Analyst (Level 2) to resolve complex requests with professionalism and accuracy. You will configure Noggin software, analyze issues, and contribute to solutions for clients in a fast-paced environment.

You’ll collaborate across DevOps and Engineering, document findings, and mentor offshore teams while ensuring SLAs are met. A bachelor’s degree and 1+ year of software support experience are required.

Qualifications

• Bachelor’s degree or equivalent in business/IT-related field.
• 1+ year of professional software application support experience.
• Experience supporting non-technical software users.
• Experience gathering requirements or analyzing problems.
• Familiarity with modern service management practices and systems.
• Preferred: AI tools knowledge; API integrations and JSON data exposure.
• Preferred: AWS and Azure cloud platform familiarity.

Responsibilities

• Deliver accurate, timely, and professional support via phone, email, portal, forums, and chat.
• Gather, analyze, and document customer issues to determine root causes.
• Contribute to knowledge base and share insights for future cases.
• Meet SLAs and confirm that workarounds meet customer expectations.
• Escalate when needed and mentor offshore support teams.
• Collaborate with DevOps and Engineering to ensure effective solutions.

Skills

Software application support

Non-technical user support

Requirements gathering

Problem analysis

Service management

AI tools knowledge

JSON data

APIs

AWS

Azure

Education

Bachelor's degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications/experience

Tools

AWS

Azure

JSON

APIs

Job description

Motorola Solutions is seeking a Support Services Analyst (Level 2) to resolve complex requests with professionalism and accuracy. You will configure Noggin software, analyze issues, and contribute to solutions for clients in a fast-paced environment.

You’ll collaborate across DevOps and Engineering, document findings, and mentor offshore teams while ensuring SLAs are met. A bachelor’s degree and 1+ year of software support experience are required.