Remote Tier II SaaS Support Engineer

Motorola Solutions; San Diego (CA); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

generous PTO

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking a remote Technical Support professional to deliver exceptional customer care for RapidDeploy and related SaaS solutions. You will manage Zendesk inquiries, troubleshoot, and collaborate with Product and Engineering to drive fixes.

You will ensure service levels are met, leverage observability tools, and provide high-touch customer experiences across diverse clients, while participating in on-call duties as needed.

Qualifications

• 4+ years in tier-2 or higher technical support in SaaS/enterprise software.
• Strong track record with CSAT, TTR, and First Response SLAs.
• Solid cloud SaaS architecture knowledge and analytics.
• Experience with observability tools such as Datadog, App Insights or FullStory.

Responsibilities

• Deliver high-quality customer support using Zendesk and triage tickets.
• Represent the brand with professional, high-touch customer interactions.
• Maintain deep knowledge of RapidDeploy product suite and updates.
• Investigate issues using APM/diagnostics to resolve SaaS problems.
• Log and advocate for fixes with Product/Engineering teams with context.
• Escalate urgent incidents per governance and escalation paths.
• Participate in cross-functional meetings to align on priorities.
• Meet and exceed SLA/KPI targets like FRT and TTR.
• Support weekend/holiday on-call as required.

Skills

SLA Management

Cloud SaaS

Observability Tools

Cross-Functional Communication

Remote/Hybrid Collaboration

Education

Bachelor's degree

Tools

Zendesk

Datadog

Application Insights

FullStory

Job description

Motorola Solutions is seeking a remote Technical Support professional to deliver exceptional customer care for RapidDeploy and related SaaS solutions. You will manage Zendesk inquiries, troubleshoot, and collaborate with Product and Engineering to drive fixes.

You will ensure service levels are met, leverage observability tools, and provide high-touch customer experiences across diverse clients, while participating in on-call duties as needed.