[Remote] Sr. Technical Support Representative – SaaS platform (Remote)

Note: The job is a remote job and is open to candidates in USA. Motorola Solutions is a global leader in public safety and enterprise security, dedicated to helping keep people safer everywhere. The Technical Support Engineer will be responsible for troubleshooting and providing guidance on Rave's software products, ensuring they function effectively for clients and communities. Responsibilities • 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. Skills • 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). • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. • 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. 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! Company Overview • Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers. It was founded in 1928, and is headquartered in Chicago, Illinois, USA, with a workforce of 10001+ employees. Its website is Apply tot his job Apply tot his job