Remote Tier II Technical Support - SaaS & Public Safety
Motorola Solutions
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Benefits offered by this job
Job summary
Motorola Solutions is hiring a Technical Support professional to deliver excellent customer care, manage Zendesk inquiries, and troubleshoot cloud SaaS solutions from a remote US base. You will collaborate with cross-functional teams, monitor critical SLA metrics, and maintain deep knowledge of RapidDeploy and NG911 offerings to accelerate resolution and improve customer satisfaction.
This fully remote position emphasizes incident management, data-driven problem solving, and strong cross-team
Qualifications
- 4+ years in tier-2 or higher technical support within enterprise software or SaaS.
- Proven SLA & KPI delivery and improvement.
- Solid knowledge of Cloud SaaS architecture and workflows.
- Experience with diagnostics and observability tools.
- Strong problem-solving and prioritization skills.
Responsibilities
- Deliver high-quality customer support via Zendesk and triage tickets.
- Identify patterns and drive timely resolutions across shifts.
- Represent Motorola Solutions with a focus on CSAT.
- Collaborate with Product and Engineering to document bugs and improvements.
- Manage incidents and escalation per governance.
- Monitor SLA metrics and contribute to on-call readiness.
Skills
Education
Tools
Job description
Motorola Solutions is hiring a Technical Support professional to deliver excellent customer care, manage Zendesk inquiries, and troubleshoot cloud SaaS solutions from a remote US base. You will collaborate with cross-functional teams, monitor critical SLA metrics, and maintain deep knowledge of RapidDeploy and NG911 offerings to accelerate resolution and improve customer satisfaction.
This fully remote position emphasizes incident management, data-driven problem solving, and strong cross-team
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