Technical Support Specialist - Tier II, Radius Mapping

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

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Dedicated to supporting the RapidDeploy product line-a leading cloud-native public safety platform that serves as a vital component within the Vesta NXT ecosystem, as well as other 3rd party call handling solutions. We provide Next Generation 911 (NG911) solutions that deliver intelligent, real-time data throughout the emergency response process, empowering public safety answering points (PSAPs) and first responders to make critical decisions. By integrating supplemental location data, mobile signals, and rich media into a unified operational view, our team enhances situational awareness, optimizes dispatch efficiency, and directly contributes to life-saving outcomes.

Job Description

RapidDeploy is seeking a motivated Technical Support professional to deliver exceptional customer care, manage Zendesk inquiries, and troubleshoot cloud SaaS solutions. In this role, you will collaborate across technical and non-technical teams, monitor critical SLA metrics, and leverage data analytics tools to resolve complex software issues.

Responsibilities

• Customer Support & Service Excellence: Deliver high-quality day-to-day customer support using the Zendesk Product Suite by triaging incoming tickets, identifying recurring trends, and driving customer inquiries to prompt resolution while maintaining seamless cross-shift issue transitions.
• Brand Representation & Satisfaction: Act as a professional representative of Motorola Solutions, delivering high-touch customer experiences across diverse client bases to drive strong Customer Satisfaction (CSAT) outcomes.
• Product Subject Matter Expertise: Build and maintain deep functional knowledge of all RapidDeploy product suite offerings, staying aligned with new feature releases and version updates to optimize resolution efficiency.
• Technical Diagnostics & Observability: Utilize APM and diagnostic tools-including Application Insights, Datadog, and FullStory-to investigate, troubleshoot, and resolve complex SaaS operational issues.
• Product & Engineering Collaboration: Document, log, and advocate for software bugs and feature enhancements with Product and Engineering teams, providing complete technical context to accelerate fix delivery.
• Incident Escalation: Manage and elevate urgent, high-priority incidents in accordance with established organizational governance and escalation paths.
• Cross-Functional Alignment: Actively participate in shift-based and cross-functional team meetings to communicate critical updates, align on priority issues, and collaborate on operational enhancements.
• SLA & KPI Performance: Partner with the broader support team to consistently meet and exceed operational metrics, including First Response Times, Time to Resolution (TTR), and overall SLA compliance.
• Operational Readiness: Support continuous coverage requirements by participating in scheduled weekend, holiday, and rotational on-call duties as needed.

Qualifications

• 4+ years of experience delivering tier-2 or higher technical support within a enterprise software or SaaS organization.
• Proven SLA & KPI Management: Strong track record of adhering to and exceeding core support metrics, including CSAT, Time to Resolution (TTR), and First Response SLAs.
• Technical & Cloud Proficiency: Solid foundational knowledge of Cloud Software-as-a-Service (SaaS) architecture, enterprise software workflows, and data analytics.
• Diagnostic & Observability Tools: Hands-on experience using application performance monitoring and troubleshooting tools such as Datadog, Application Insights, FullStory, or similar platforms.
• Problem-Solving & Aptitude: Strong technical curiosity with a continuous-improvement mindset, capable of diagnosing complex issues and recommending user-centric enhancements.
• Prioritization & Escalation: Excellent analytical skills with a demonstrated ability to evaluate, prioritize, and elevate critical technical issues using established incident management frameworks.
• Cross-Functional Communication: Exceptional written and verbal communication skills, with the ability to bridge technical and non-technical teams and translate complex customer pain points effectively.
• Collaborative & Adaptable: Proven ability to work both independently and collaboratively across multi-functional, diverse teams in remote or hybrid environments.
• Operational Readiness: Experience participating in scheduled weekend, holiday, or rotational on-call support coverage.
• Public Safety Knowledge: Prior experience supporting Public Safety software, NG911, or emergency communications systems is highly desirable (a plus).
• This is a fully remote position based in the US.

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Target Base Salary Range: $75,000 - $85,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-JM3

#LI-REMOTE

Required Skills

• High School diploma, Associates, or Bachelor's degree, and 4+ years of experience within a Technical Support environment required for this position.
• Must be able to obtain a background clearance as required by our government customers.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S.Benefitsinclude:

• Incentive Bonus Plans
• Medical, Dental, Visionbenefits
• 401K with Company Match
• 10 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a