Senior Technical Support Representative – SaaS platform

November 14

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

+3 more states

🌽 Illinois – Remote 🗽 New York – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $44.8k - $74.7k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Motorola Solutions

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Security • Telecommunications • Enterprise

Motorola Solutions is a company that provides a comprehensive safety and security ecosystem, offering technology solutions to protect people, property, and places. The company specializes in critical communications, video security systems, command center solutions, and managed & support services. Their products include mission-critical P25 radios, professional DMR radios, broadband devices, and video security systems powered by AI analytics. Motorola Solutions serves various industries, including public safety, education, healthcare, law enforcement, and more, with a focus on enhancing operational efficiency and response in critical situations. They are committed to delivering solutions that help their customers stay connected, communicate clearly, and act with certainty in the harshest conditions.

10,000+ employees

Founded 1928

🔐 Security

📡 Telecommunications

🏢 Enterprise

📋 Description

• 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.

🎯 Requirements

• 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. • Demonstrated ability to research and resolve problems using a variety of tools. • BA/BS degree required (CS/MIS or technical field preferred).

🏖️ Benefits

• Incentive Bonus Plans • Medical, Dental, Vision benefits • 401K with Company Match • 10 Paid Holidays • Generous Paid Time Off Packages • Employee Stock Purchase Plan • Paid Parental & Family Leave • and more!