Sr. Technical Support Representative - SaaS platform (Remote)
This a Full Remote job, the offer is available from: United States, Suriname, Illinois (USA), Massachusetts (USA), New Jersey (USA), New York (USA), Ohio (USA), Pennsylvania (USA), Texas (USA), Virginia (USA) 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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. Department Overview Rave Mobile Safety, a Motorola Solutions company, makes complex emergency response simple by building easy to use, trustworthy critical communication and collaboration software. Rave’s platform helps 9-1-1 call centers serve their communities, schools create a safe learning environment, and corporations protect their global workforce by helping them prepare better, respond faster, and communicate effectively during emergencies. Rave’s solutions were utilized in 40 million incidents representing billions of individual communications in 2022 alone. This is your opportunity to become a key contributor in a rapid growth SaaS company while representing a product suite that makes an impact on people’s lives. Rave has had 12 consecutive years of double-digit growth and has recently been acquired by Motorola Solutions (NYSE:MSI), a global leader in public safety and enterprise security. Join our team and help us continue to grow!
Job Description
Rave’s support team is expanding to ensure that our life-saving products are working in the best way possible for businesses and communities throughout the country. Rave is seeking a self-motivated, professional Technical Support Engineer with strong technical software skills. You should be passionate about improving public safety, innovative technology and providing a great customer experience to our clients. We continue to experience tremendous growth—and we want to talk to you. Our award-winning products are widely recognized as helping to foster quick, relevant, and actionable communication during times of high stress and crisis. What You’ll Do: The Technical Support Engineer will play an integral role in the success of the Rave Services team as the expert in troubleshooting and guidance of all Rave products. The successful candidate should have a track record of working directly with a wide spectrum of customers while resolving complex issues in a fast-paced environment. Primary responsibilities include, but are not limited to:
- The ability to learn and support multiple products in a fast paced environment while continuing to expand upon your product knowledge.
- Basic to complex troubleshooting of Rave’s suite of notification software products.
- Responding to support requests (support tickets) for assistance in a timely and professional manner via email, screen sharing and phone.
- Troubleshooting a broad range of technical issues on Rave’s SaaS platforms.
- Managing time and expectations appropriately to meet multiple conflicting deadlines.
- Ability to reprioritize support tickets on the fly.
- Conducting training on various Rave Products and Services.
- Participation in on-call rotation.
- Act as liaison between the customer and internal Rave escalation teams.
- Constantly drive improvements in process and policy across Rave.
Who You Are:
- 3+ years supporting customers on enterprise SaaS platforms.
- Strong networking experience - good understanding of TCP/IP, DNS, DHCP, IP subnets.
- Basic knowledge of web services/web technology (HTML, XML).
- Basic understanding of SMS networks and mobile applications.
- Intermediate to advanced CSV/Spreadsheet manipulation skills.
- Experience in API, SFTP, SSO, support ticketing software (i.e. Zendesk, etc).
- Ability to work independently and collaboratively as needed.
- Excellent investigative and troubleshooting skills.
- Excellent verbal and written communication skills, ability to work under strict deadlines and interact with customers of varying experience levels.
- Demonstrated ability to research and resolve problems using a variety of tools.
- BA/BS degree required (CS/MIS or technical field preferred).
Above and Beyond:
- Some knowledge of relational databases (SQL Server, Oracle, MySQL).
- Experience with DMARC, DKIM, SPF records.
- Experience with RSS, CAP, IPAWS/FEMA/NWS.
- Experience with telecommunications, emergency notification or public safety systems support.
- French speaking a plus!
- Experience with AI/machine learning technologies is strongly preferred.
Target Base Salary Range: $44,800 - $74,700 USD Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range v