Sr. Technical Support Representative - SaaS platform (Remote)

Company Overview

Motorola Solutions believes in people-first culture. We are a global, close-knit community dedicated to helping keep people safer. Our critical communications, video security and command center technologies support public safety agencies and enterprises, enabling coordination essential for safer communities, schools, hospitals, and businesses. Connect with a career that matters and help build a safer future.

Department Overview

Rave Mobile Safety, a Motorola Solutions company, builds easy-to-use, trustworthy critical communication and collaboration software. Rave helps 9-1-1 call centers serve communities, keep schools safe, and protect global workforces by improving preparation, response, and communication during emergencies. Rave's solutions were utilized in 40 million incidents in 2022. This is an opportunity to contribute to a rapid-growth SaaS company representing products that make an impact on people's lives.

Job Description

Rave's support team is expanding to ensure that life-saving products operate effectively for businesses and communities nationwide. We are seeking a self-motivated, professional Technical Support Engineer with strong technical software skills. You should be passionate about improving public safety, innovative technology, and delivering a great customer experience. We are experiencing tremendous growth and want to talk to you. Our award-winning products are recognized for fostering quick, relevant, and actionable communication during high-stress situations.

What You'll Do

• The Technical Support Engineer will be the expert in troubleshooting and guidance for all Rave products, playing an integral role in the success of the Rave Services team.
• Support a wide spectrum of customers while resolving complex issues in a fast-paced environment.
• Learn and support multiple products, continuously expanding product knowledge.
• Perform basic to complex troubleshooting of Rave's suite of notification software products.
• Respond to support requests via email, screen sharing, and phone in a timely and professional manner.
• Troubleshoot a broad range of technical issues on Rave's SaaS platforms.
• Manage time and expectations to meet multiple deadlines; reprioritize tickets as needed.
• Conduct training on various Rave Products and Services.
• Participate in on-call rotation.
• Act as liaison between customers and internal Rave escalation teams.
• Drive continuous improvements in process and policy across Rave.

Who You Are

Above and Beyond

Target Base Salary Range : $44,800 - $74,700 USD. Pay varies based on job-related knowledge, skills, and experience. The actual offer will be based on the candidate. Note : Candidate can reside anywhere in the US, but the Boston area is preferred.

Note : Candidate can reside anywhere in the US, but the Boston area is preferred.

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Basic Requirements

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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, community-focused culture. If you'd like to join our team but don't meet all preferred skills, we'd still love to hear why you'd be a great addition. We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other health conditions. To request an accommodation, please complete the Reasonable Accommodations Form.

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