Technical Support Specialist - Tier II, Radius Mapping

Motorola Solutions Inc; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

and more!

Job summary

Motorola Solutions is seeking a motivated Technical Support professional to deliver exceptional customer care for RapidDeploy cloud SaaS solutions, managing Zendesk inquiries and troubleshooting complex issues.

You will collaborate across technical and non-technical teams, monitor SLA metrics, and use analytics to resolve problems while ensuring high CSAT and adherence to incident management practices.

Qualifications

• 4+ years of experience delivering tier-2 or higher technical support in enterprise software/SaaS.
• Proven SLA & KPI management experience (CSAT, TTR, First Response SLAs).
• Solid Cloud SaaS architecture and enterprise software workflows knowledge.
• Hands-on experience with diagnostic/observability tools (Datadog, App Insights, FullStory).
• Strong problem-solving, analytical, and continuous-improvement mindset.

Responsibilities

• Deliver high-quality day-to-day customer support via Zendesk, triaging tickets and driving timely resolution.
• Maintain professional representation and drive high CSAT across diverse client bases.
• Develop deep knowledge of RapidDeploy product suite and stay updated on new features.
• Investigate and resolve SaaS issues using APM/diagnostic tools.
• Log and communicate bugs/feature requests with Product/Engineering teams.

Skills

SLA & KPI management

Cloud SaaS knowledge

Analytical mindset

Problem-solving

Effective communication

Team collaboration

Remote work adaptability

Public safety knowledge

CJIS/security awareness

Background clearance readiness

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.

Basic Requirements

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

• GenerousPaid Time 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 great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.