Sr. Technical Support Representative - SaaS platform (Remote)

Motorola Solutions; Illinois; Remote; USD 65,000 - 85,000; Full time

Job summary

A leading telecommunications company seeks a Technical Support Specialist in Illinois. You will provide expert troubleshooting and guidance for their SaaS notification software. Candidates should have a Bachelor's degree and 3+ years of customer support experience. Strong communication skills and knowledge of web technologies are essential. This role offers opportunities for career growth within a supportive environment.

Qualifications

• Bachelor's degree with 3+ years of experience supporting customers on enterprise SaaS platforms.
• Basic knowledge of web services/web technology (HTML, XML).
• Proficiency in TCP/IP, DNS, DHCP, and IP subnets.

Responsibilities

• Provide expert troubleshooting and guidance for Rave’s suite of notification software products.
• Respond to support requests via email, screen sharing, and phone in a timely and professional manner.
• Manage multiple support tickets, adjusting priorities as needed to meet deadlines.

Skills

Expert troubleshooting

Customer support

Communication skills

Investigative abilities

Education

Bachelor's degree

Tools

HTML

TCP/IP

SQL Server

Job description

Overview

Employer Industry: Public Safety Technology

What to Expect (Job Responsibilities)

• Provide expert troubleshooting and guidance for Rave’s suite of notification software products
• Respond to support requests via email, screen sharing, and phone in a timely and professional manner
• Manage multiple support tickets, adjusting priorities as needed to meet deadlines
• Conduct training sessions on various Rave products and services
• Act as a liaison between customers and internal escalation teams to drive improvements in processes

What is Required (Qualifications)

• Bachelor's degree with 3+ years of experience supporting customers on enterprise SaaS platforms
• Basic knowledge of web services/web technology (HTML, XML)
• Understanding of SMS networks and mobile applications
• Proficiency in TCP/IP, DNS, DHCP, and IP subnets
• Excellent verbal and written communication skills with strong investigative and troubleshooting abilities

How to Stand Out (Preferred Qualifications)

• Knowledge of relational databases (SQL Server, Oracle, MySQL)
• Familiarity with DMARC, DKIM, SPF records
• Experience in telecommunications, emergency notification, or public safety systems support
• French speaking skills
• Experience with AI/machine learning technologies

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