Senior Support Analyst (Level 2) - Remote

Motorola Solutions; Nashville (TN); Remote; USD 60,000 - 70,000; Full time

Job summary

Motorola Solutions’ Noggin division is seeking a Level 2 Support Services Analyst to resolve complex customer requests with professionalism and accuracy. You will analyze issues, document workarounds, and contribute to Noggin’s knowledge base while upholding SLAs and driving customer satisfaction.

Collaborating with DevOps/Engineering, you will mentor offshore teams and enrich tickets with clear steps and Noggin terminology.

Qualifications

• Bachelor's degree or equivalent experience in related field.
• 1+ year in software application support.
• Experience supporting non-technical software users.
• Experience in software requirements gathering or problem analysis.
• Familiarity with modern service management practices and systems.
• Preferred: AI tools or concepts.
• Preferred: APIs and JSON data experience.
• Preferred: AWS and Azure familiarity.

Responsibilities

• Deliver accurate, timely, professional support via multiple channels.
• Analyze customer issues to determine root causes.
• Document insights to streamline future interactions.
• Adhere to SLAs and ensure high customer satisfaction.

Skills

Customer support

Problem analysis

Knowledge base

SLA compliance

Escalation support

Cross-functional collaboration

Ticketing systems

Process documentation

AI tools familiarity

JSON data

Education

Bachelor's degree in Business/Commerce/IT/CS

Tools

AWS

Azure

Job description

Motorola Solutions’ Noggin division is seeking a Level 2 Support Services Analyst to resolve complex customer requests with professionalism and accuracy. You will analyze issues, document workarounds, and contribute to Noggin’s knowledge base while upholding SLAs and driving customer satisfaction.

Collaborating with DevOps/Engineering, you will mentor offshore teams and enrich tickets with clear steps and Noggin terminology.