Technical Support Specialist - Tier II, Radius Mapping

Company Overview

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 Overview

Dedicated 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.