Department Overview
Support the RapidDeploy product line, a cloud-native public safety platform that serves as part of the Vesta NXT ecosystem and also works with other third-party call handling solutions. You will help deliver Next Generation 911 (NG911) capabilities that provide intelligent, real-time data across the emergency response process. This role supports public safety answering points (PSAPs) and first responders to enable critical decision-making through integrated supplemental location data, mobile signals, and rich media in a unified operational view.
What Youll Do
RapidDeploy is looking for a Technical Support professional focused on customer care, managing Zendesk inquiries, and troubleshooting cloud SaaS solutions. You will partner with both technical and non-technical teams, track critical SLA metrics, and use data analytics tools to resolve complex software issues.
Key Responsibilities
- Provide high-quality day-to-day customer support using the Zendesk Product Suite by triaging tickets, identifying recurring trends, and routing inquiries to resolution while ensuring smooth cross-shift handoffs.
- Represent Motorola Solutions through high-touch customer experiences across diverse client groups to support strong Customer Satisfaction (CSAT) results.
- Develop and maintain deep functional knowledge of the RapidDeploy product suite, staying current with new feature releases and version updates to improve resolution efficiency.
- Use APM and diagnostic tools, including Application Insights, Datadog, and FullStory, to investigate, troubleshoot, and resolve complex SaaS operational issues.
- Document, log, and advocate for software bugs and feature enhancements with Product and Engineering teams, providing full technical context to speed up fix delivery.
- Handle and escalate urgent, high-priority incidents according to established organizational governance and escalation paths.
- Participate in shift-based and cross-functional team meetings to share critical updates, align on priority issues, and support operational improvements.
- Collaborate with the broader support team to meet and exceed operational metrics, including First Response Times, Time to Resolution (TTR), and overall SLA compliance.
- Support continuous coverage by participating in scheduled weekend, holiday, and rotational on-call duties as needed.
Qualifications
- 4+ years of experience providing tier-2 (or higher) technical support in an enterprise software or SaaS organization.
- Proven ability to manage support KPIs and SLAs, including CSAT, TTR, and First Response SLAs.
- Solid foundational knowledge of Cloud SaaS architecture, enterprise software workflows, and data analytics.
- Hands-on experience with application performance monitoring and troubleshooting tools such as Datadog, Application Insights, FullStory, or similar platforms.
- Strong technical curiosity and a continuous-improvement mindset to diagnose complex issues and propose user-centric enhancements.
- Strong analytical skills to evaluate, prioritize, and escalate critical technical issues using established incident management frameworks.
- Excellent written and verbal communication skills to bridge technical and non-technical teams and translate complex customer pain points.
- Demonstrated ability to work independently and collaboratively across multi-functional teams in remote or hybrid environments.
- Experience supporting scheduled weekend, holiday, or rotational on-call coverage.
- Prior experience supporting Public Safety software, NG911, or emergency communications systems is highly desirable.
- Fully remote position based in the US.
Security and Background Check
This position is subject to work in high security areas under the U.S. Department of Justice CJIS Security Policy. You must successfully pass a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
Compensation
Target Base Salary Range: $75,000 - $85,000 USD. Pay within this range varies based on job-related knowledge, skills, and experience. The final offer is based on the individual candidate.
Basic Requirements
- High School diploma, Associate’s, or Bachelor’s degree, and 4+ years of experience in a Technical Support environment.
- Ability to obtain a background clearance as required by government customers.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available.
Additional Information
- Travel Requirements: None
- Relocation Provided: None
- Position Type: Experienced
- Referral Payment Plan: Yes
U.S. 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!
Equal Opportunity
Motorola Solutions is an Equal Opportunity Employer. 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.
If you would like to join the team but do not meet all preferred skills, the company encourages you to share why you would be a strong addition. The company is committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation, complete the Reasonable Accommodations Form.
