Support Analyst Level 2

🔥 14 hours ago

🌵 Arizona, Illinois, +7 more states – Remote

🌵 Arizona – Remote 🌽 Illinois – Remote 🐎 Kentucky – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🧀 Wisconsin – Remote

💵 $60k - $70k / year

⏰ Full Time

🟢 Junior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Motorola Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1928

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

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.

📋 Description

• Provide accurate, timely, and professional customer assistance via phone, email, portal, forums, and chat tools • Gather and analyze customer issue and requirement information to determine root causes • Document customer insights and recurring scenarios • Resolve issues and answer questions in accordance with Service Level Agreements (SLAs) • Confirm technical workarounds and resolutions are satisfactory before final customer confirmation • Produce regular reports on customer support metrics and system usage • Act as the primary escalation point and mentor for the offshore support team • Advance product knowledge through self-education, experimentation, and exploration of common use cases • Contribute troubleshooting content and improvement insights to Noggin’s internal knowledge base • Share feature requests and functionality gaps with internal teams to help shape the product roadmap • Advocate for customers within Noggin and drive issue resolution • Coordinate with DevOps, Engineering, and other internal teams • Investigate issues, document findings, and attempt resolution before escalation • Enrich escalated support tickets with replication steps, relevant links, and standardized Noggin terminology • Configure Noggin software to implement client solutions • Contribute to problem and requirements analysis, solution development, and workaround documentation

🎯 Requirements

• Bachelor’s degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications/experience, or 2+ years of experience in software application support • Minimum of 1 year of professional experience in software application support • Experience providing support to non-technical software users • Experience in software requirements gathering or problem analysis • Familiarity with modern service management practices and systems • Highly adept with support tools, including communication platforms, ticketing systems, self-service options, and customer support features • Deep product knowledge, including system mechanics, common troubleshooting workflows, configuration principles, and diverse solution settings • Strong aptitude and enthusiasm for continuous learning • Legal authorization to work in the U.S. indefinitely • Employer work permit sponsorship is not available • Preferred: Experience with Artificial Intelligence (AI) tools or concepts • Preferred: Experience with software integrations, APIs, and JSON data • Preferred: Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure • Availability to provide coverage on Saturday and Sunday, with rest days during Monday to Friday

🏖️ 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 • Referral Payment Plan • Remote work arrangement • No travel required • No relocation required