At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department OverviewDedicated to supporting the RapidDeploy product line—a leading cloud-native public safety platform that serves as a vital component within the Vesta NXT ecosystem, as well as other 3rd party call handling solutions. We provide Next Generation 911 (NG911) solutions that deliver intelligent, real-time data throughout the emergency response process, empowering public safety answering points (PSAPs) and first responders to make critical decisions. By integrating supplemental location data, mobile signals, and rich media into a unified operational view, our team enhances situational awareness, optimizes dispatch efficiency, and directly contributes to life-saving outcomes.
Job Description
RapidDeploy is seeking a motivated Technical Support professional to deliver exceptional customer care, manage Zendesk inquiries, and troubleshoot cloud SaaS solutions. In this role, you will collaborate across technical and non-technical teams, monitor critical SLA metrics, and leverage data analytics tools to resolve complex software issues.
Responsibilities:
- Customer Support & Service Excellence: Deliver high-quality day-to-day customer support using the Zendesk Product Suite by triaging incoming tickets, identifying recurring trends, and driving customer inquiries to prompt resolution while maintaining seamless cross-shift issue transitions.
- Brand Representation & Satisfaction: Act as a professional representative of Motorola Solutions, delivering high-touch customer experiences across diverse client bases to drive strong Customer Satisfaction (CSAT) outcomes.
- Product Subject Matter Expertise: Build and maintain deep functional knowledge of all RapidDeploy product suite offerings, staying aligned with new feature releases and version updates to optimize resolution efficiency.
- Technical Diagnostics & Observability: Utilize APM and diagnostic tools—including Application Insights, Datadog, and FullStory—to investigate, troubleshoot, and resolve complex SaaS operational issues.
- Product & Engineering Collaboration: Document, log, and advocate for software bugs and feature enhancements with Product and Engineering teams, providing complete technical context to accelerate fix delivery.
- Incident Escalation: Manage and escalate urgent, high-priority incidents in accordance with established organizational governance and escalation paths.
- Cross-Functional Alignment: Actively participate in shift-based and cross-functional team meetings to communicate critical updates, align on priority issues, and collaborate on operational enhancements.
- SLA & KPI Performance: Partner with the broader support team to consistently meet and exceed operational metrics, including First Response Times, Time to Resolution (TTR), and overall SLA compliance.
- Operational Readiness: Support continuous coverage requirements by participating in scheduled weekend, holiday, and rotational on-call duties as needed.
Qualifications:
- 4+ years of experience delivering tier-2 or higher technical support within a enterprise software or SaaS organization.
- Proven SLA & KPI Management: Strong track record of adhering to and exceeding core support metrics, including CSAT, Time to Resolution (TTR), and First Response SLAs.
- Technical & Cloud Proficiency: Solid foundational knowledge of Cloud Software-as-a-Service (SaaS) architecture, enterprise software workflows, and data analytics.
- Diagnostic & Observability Tools: Hands-on experience using application performance monitoring and troubleshooting tools such as Datadog, Application Insights, FullStory, or similar platforms.
- Problem-Solving & Aptitude: Strong technical curiosity with a continuous-improvement mindset, capable of diagnosing complex issues and recommending user-centric enhancements.
- Prioritization & Escalation: Excellent analytical skills with a demonstrated ability to evaluate, prioritize, and escalate critical technical issues using established incident management frameworks.
- Cross-Functional Communication: Exceptional written and verbal communication skills, with the ability to bridge technical and non-technical teams and translate complex customer pain points effectively.
- Collaborative & Adaptable: Proven ability to work both independently and collaboratively across multi-functional, diverse teams in remote or hybrid environments.
- Operational Readiness: Experience participating in scheduled weekend, holiday, or rotational on-call support coverage.
- Public Safety Knowledge: Prior experience supporting Public Safety software, NG911, or emergency communications systems is highly desirable (a plus).
- This is a fully remote position based in the US.
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
Target Base Salary Range: $75,000 - $85,000 USD
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
#LI-JM3
#LI-REMOTE
Basic Requirements
Required Skills:
- High School diploma, Associates, or Bachelor's degree, and 4+ years of experience within a Technical Support environment required for this position.
- Must be able to obtain a background clearance as required by our government customers.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
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!
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 and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.
Skills Required
- High school diploma, associate degree, or bachelor's degree
- 4+ years of experience in a technical support environment
- 4+ years delivering Tier II or higher technical support within an enterprise software or SaaS organization
- Experience managing support SLAs and KPIs, including CSAT, Time to Resolution, and First Response SLAs
- Knowledge of cloud SaaS architecture, enterprise software workflows, and data analytics
- Hands-on experience with Datadog, Application Insights, FullStory, or similar diagnostic tools
- Strong analytical, troubleshooting, prioritization, and escalation skills
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively in remote or hybrid environments
- Experience with weekend, holiday, or rotational on-call support coverage
- Legal authorization to work indefinitely in the United States
- Ability to obtain a background clearance required by government customers
- Prior experience supporting public safety software, NG911, or emergency communications systems
Motorola Solutions, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Motorola Solutions, Inc. and has not been reviewed or approved by Motorola Solutions, Inc..
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Healthcare Strength — Healthcare coverage is effective from day one with multiple national carrier options and bundled prescription coverage. Offerings also include mental health benefits and Flexible Spending Accounts, with optional pet insurance.
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Leave & Time Off Breadth — Time off includes generous PTO with 9–10 paid holidays, and many salaried roles use a Flex Time Off or unlimited PTO approach. Paid parental and family leave plus adoption assistance expand support.
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Retirement Support — Retirement benefits feature a 401(k) with company match and immediate vesting. Additional financial programs like an employee stock purchase plan, performance bonuses, and company equity bolster long-term value.
Motorola Solutions, Inc. Insights
What We Do
Motorola Solutions is a global technology company that provides mission-critical communications, video security, and command center software to help protect people, property, and places for public safety agencies and enterprises.
