Sr. Technical Support Representative - SaaS platform (Remote)

Motorola Solutions; Utah; Remote; USD 60,000 - 75,000; Full time

Job summary

A public safety technology company is seeking a Technical Support Specialist to provide expert troubleshooting for their notification software products. The role includes responding to support requests and conducting training sessions. Candidates should have a Bachelor's degree and 3+ years of experience in customer support of enterprise SaaS platforms. This position offers a salary up to $74,700 and a comprehensive benefits package, along with remote work opportunities.

Benefits

Incentive bonus plans

Comprehensive benefits package

Generous paid time off

Remote work option

Qualifications

• 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.

Responsibilities

• Provide expert troubleshooting and support for Rave's suite of notification software products.
• Respond to support requests via email, screen sharing, and phone in a timely manner.
• Manage and prioritize support tickets while meeting multiple deadlines.

Skills

Verbal communication

Written communication

Troubleshooting

HTML knowledge

TCP/IP knowledge

Education

Bachelor's degree

Tools

Web services technologies

Relational databases

AI/machine learning

Job description

Overview

Employer Industry: Public Safety Technology

Why consider this job opportunity

• Salary up to $74,700
• Incentive bonus plans available
• Comprehensive benefits package including medical, dental, and vision coverage
• Generous paid time off and 10 paid holidays
• Opportunity to work remotely from anywhere in the U.S.
• Chance to make a meaningful impact on public safety through innovative technology

What to Expect (Job Responsibilities)

• Provide expert troubleshooting and support for Rave’s suite of notification software products
• Respond to support requests via email, screen sharing, and phone in a timely manner
• Manage and prioritize support tickets while meeting multiple deadlines
• Conduct training sessions on various Rave products and services
• Act as a liaison between customers and internal escalation teams for issue resolution

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 a strong ability to troubleshoot and resolve issues

How to Stand Out (Preferred Qualifications)

• Knowledge of relational databases (SQL Server, Oracle, MySQL)
• Experience with DMARC, DKIM, SPF records
• Familiarity with telecommunications and emergency notification systems
• French-speaking ability is a plus
• Experience with AI/machine learning technologies is strongly preferred

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