Remote Tier II Technical Support - SaaS Public Safety
Motorola Solutions
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Job summary
Motorola Solutions is seeking a Technical Support professional for the RapidDeploy SaaS platform. This fully remote role in the United States involves Zendesk triage, incident management, and cross‑functional collaboration to ensure SLA‑driven CX.
You will use Datadog, Application Insights, and FullStory to diagnose issues, log bugs with Product/Engineering, and participate in on‑call rotations. Public safety experience is a plus.
Qualifications
- 4+ years in tier-2 or higher technical support for enterprise software or SaaS.
- Strong track record of meeting core support metrics: CSAT, TTR and First Response SLAs.
- Solid knowledge of Cloud SaaS architecture, workflows and data analytics.
- Hands-on experience with Datadog, Application Insights, FullStory or similar.
Responsibilities
- Deliver high-quality customer support via Zendesk and triage tickets.
- Drive CSAT and timely resolution while meeting SLA targets.
- Develop deep knowledge of RapidDeploy product suite and updates.
- Investigate issues using monitoring tools to resolve SaaS problems.
- Log bugs and feature requests with Product/Engineering with context.
- Escalate urgent incidents following established governance.
- Participate in cross-functional meetings to share critical updates.
- Support on-call coverage during weekends/holidays as needed.
Skills
Education
Tools
Job description
Motorola Solutions is seeking a Technical Support professional for the RapidDeploy SaaS platform. This fully remote role in the United States involves Zendesk triage, incident management, and cross‑functional collaboration to ensure SLA‑driven CX.
You will use Datadog, Application Insights, and FullStory to diagnose issues, log bugs with Product/Engineering, and participate in on‑call rotations. Public safety experience is a plus.
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