Motorola Solutions

6 days ago

Technical Support Specialist - Tier II, Eclipse Analytics

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Provide day-to-day technical support for customers using Zendesk Product Suite, troubleshooting RapidDeploy’s cloud SaaS issues and managing inquiries through scheduled shifts and SLAs. Investigate problems with tools like Application Insights, Datadog, and FullStory, escalate urgent issues, and promote bugs and feature requests to Product and Engineering to improve resolution time and CSAT. Participate in weekend/holiday on-call rotation and cross-team meetings.

Location: Texas

Workplace: Remote

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Provide day-to-day customer support using Zendesk Product Suite, resolving inquiries within shift or transitioning issues to the next shift.
•Develop in-depth knowledge of RapidDeploy product offerings to troubleshoot and resolve support tickets efficiently.
•Investigate operational issues using Application Insights, Datadog, and FullStory to drive timely resolution.
•Escalate urgent/high-priority issues through the established chain of command and communicate vital updates accurately.
•Participate in weekend and holiday on-call rotation and help maintain SLA/KPI performance metrics.

Travel: Low travel

Pay and Benefits

Salary: USD 75,000 - 85,000 annually

Perks:Health InsuranceDentalVision401kPaid HolidaysPaid LeaveEquity

Key Requirements

•4+ years of experience in a Technical Support organization.
•Adhere to Support KPI and technical support SLAs such as CSAT, Time to Resolution, and First Response.
•Solid understanding of cloud SaaS, enterprise software, and data analytics.
•Hands-on experience using tools like Datadog and Application Insights (or similar) to troubleshoot issues.
•Ability to provide exceptional customer care and effectively prioritize, communicate, and escalate software issues.

Experience:4+ yearsCloud SaaSEnterprise softwareData analytics

Skills:Customer careProblem-solvingAnalytical thinkingCommunicationProactive teamwork

Tech Stack:ZendeskZendesk Product SuiteApplication InsightsDatadogFullStoryCloudSaaS

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Security Clearance:CJIS

Company Brief

Motorola Solutions

Provides mission-critical communications products and services, including radios, software, video security, and command center solutions for public safety, government, and enterprise customers worldwide.

Industry: Surveillance & Security Hardware

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Chicago, United States

Founded: 1928

Glassdoor: 3.7

Website LinkedIn

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Motorola Solutions

6 days ago

Technical Support Specialist - Tier II, Eclipse Analytics

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Texas

Workplace: Remote

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Provide day-to-day customer support using Zendesk Product Suite, resolving inquiries within shift or transitioning issues to the next shift.
•Develop in-depth knowledge of RapidDeploy product offerings to troubleshoot and resolve support tickets efficiently.
•Investigate operational issues using Application Insights, Datadog, and FullStory to drive timely resolution.
•Escalate urgent/high-priority issues through the established chain of command and communicate vital updates accurately.
•Participate in weekend and holiday on-call rotation and help maintain SLA/KPI performance metrics.

Travel: Low travel

Pay and Benefits

Salary: USD 75,000 - 85,000 annually

Perks:Health InsuranceDentalVision401kPaid HolidaysPaid LeaveEquity

Key Requirements

•4+ years of experience in a Technical Support organization.
•Adhere to Support KPI and technical support SLAs such as CSAT, Time to Resolution, and First Response.
•Solid understanding of cloud SaaS, enterprise software, and data analytics.
•Hands-on experience using tools like Datadog and Application Insights (or similar) to troubleshoot issues.
•Ability to provide exceptional customer care and effectively prioritize, communicate, and escalate software issues.

Experience:4+ yearsCloud SaaSEnterprise softwareData analytics

Skills:Customer careProblem-solvingAnalytical thinkingCommunicationProactive teamwork

Tech Stack:ZendeskZendesk Product SuiteApplication InsightsDatadogFullStoryCloudSaaS

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Security Clearance:CJIS

Company Brief

Motorola Solutions

Industry: Surveillance & Security Hardware

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Chicago, United States

Founded: 1928

Glassdoor: 3.7

Website LinkedIn