Senior Cloud SaaS Support Engineer (Remote)

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

Job summary

Motorola Solutions is seeking a Technical Support professional for the RapidDeploy cloud platform. You will handle Zendesk inquiries, troubleshoot SaaS issues, and collaborate with product and engineering to improve the service.

This fully remote US-based role requires strong SLA/KPI management, excellent communication, and experience in public safety software or NG911 is a plus. Expect to participate in on-call coverage.

Qualifications

• 4+ years in tier-2+ enterprise SaaS support
• SLA/KPI management with CSAT and TTR focus
• Cloud SaaS architecture knowledge
• Experience with Datadog, App Insights, FullStory
• Strong diagnostic and problem-solving skills
• Prioritization and incident escalation
• Excellent cross-functional communication
• Independent and team collaboration in remote/hybrid
• On-call experience including weekends/holidays
• Public Safety software/NG911 experience a plus
• This is a US remote position

Responsibilities

• Deliver high-quality customer support via Zendesk and triage tickets
• Represent Motorola Solutions and drive CSAT outcomes
• Develop product knowledge and stay aligned with releases
• Utilize monitoring tools to investigate and resolve SaaS issues
• Log and advocate for bugs and enhancements with Product/Engineering
• Manage and escalate urgent incidents per governance
• Participate in cross-functional meetings to align on priorities
• Meet SLA metrics including First Response and TTR
• Support weekend, holiday, and on-call coverage as needed

Skills

SLA/KPI management

Cloud SaaS

Observability tools

Incident escalation

Cross-functional comms

Remote/hybrid collaboration

Public Safety NG911

Technical diagnostics

Education

Bachelor's degree or higher

Tools

Datadog

Application Insights

FullStory

Job description

Motorola Solutions is seeking a Technical Support professional for the RapidDeploy cloud platform. You will handle Zendesk inquiries, troubleshoot SaaS issues, and collaborate with product and engineering to improve the service.

This fully remote US-based role requires strong SLA/KPI management, excellent communication, and experience in public safety software or NG911 is a plus. Expect to participate in on-call coverage.