Technical Support Specialist - Tier II, Eclipse Analytics

Motorola Solutions•Texas, US Offsite, TN

11d•$75,000 - $85,000

About The Position

Focusing on the RapidDeploy product line, a leading cloud-native platform for public safety. We provide Next Generation 911 solutions that deliver intelligent information throughout the emergency response journey, empowering agencies and first responders to drive better outcomes in mission-critical situations. Our platform, combined with a curated partner network, integrates mobile signals, critical datasets, and call information into a single operating system, improving emergency response with location accuracy, situational awareness, modern communications, and actionable insights. Ultimately, our products improve outcomes and save lives. 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.

Requirements

4+ years of experience within a Technical Support organization.
Experience adhering to established Support KPI and critical Technical Support SLA’s (CSAT, Time to Resolution (TTR), First Response, etc.).
Solid Understanding of Cloud Software-as-a-Service (SaaS) offerings, enterprise software, data analytics.
Hands-on technical skills with the inquisitiveness to learn products, work with them, and provide recommendations to drive continuous improvement based on user value.
Experience using tools such as Datadog and Application Insights, or similar, to troubleshoot technical support issues.
Demonstrated ability to provide exceptional customer care, both internal and external.
Proven ability to appropriately prioritize, communicate and escalate software issues.
Demonstrate strong analytical and problem-solving skills.
Ability to communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and empathetically communicate customers’ pain points to various other internal teams.
Self-motivated, energetic, proactive team player with innovative ideas, diplomacy and tact.
Experience working in an on-call status (evening, weekends, holidays, etc.).
Strong interpersonal skills with an ability to work across teams, both in person and virtual environments to achieve business objectives.
Ability to work independently, yet collaboratively, in a cross-functional company, supportive of diversity, equity, and inclusion among internal and external stakeholders.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.
Must be able to obtain background clearance as required by government customer.

Nice To Haves

Public Safety experience a plus.

Responsibilities

Provide day-to-day support to our customers using Zendesk Product Suite to answer and resolve customer inquiries within the scheduled shift or by reporting and transitioning the issue to the next scheduled shift so that the issue/problem is resolved timely.
Act as a representative of RapidDeploy to customers of diverse backgrounds, ensuring a positive experience with the RapidDeploy support organization, ultimately driving positive CSAT scores.
Develop in-depth knowledge of all RapidDeploy product offerings, staying on top of new functionality and versions as they are released to effectively and efficiently resolve all support tickets timely and with customer satisfaction.
Investigate operational issues using tools such as Application Insights, Datadog and FullStory to drive issues toward timely resolution.
Promote bugs and feature requests to the Product and Engineering teams for review and prioritization, ensuring all necessary information is included to strive for quick resolution.
Escalate urgent and high-priority issues as necessary, following established escalation procedures by following the appropriate chain of command.
Effectively communicate with other members of the organization to relay vital information timely and accurately.
Participate in weekend and holiday on-call rotation schedules as required.
Proactively work with the members of the Support organization to achieve and maintain established SLA and KPI metrics to support operational success.
Attend and participate in weekly team meetings, collaborating and working with others to promote ideas and solutions supportive of driving company success.
Participate in cross-team meetings that occur during your shift, to collaborate on reported issues and drive priority.
Contribute to the vision and mission of RapidDeploy by helping and performing other tasks as assigned, as the Company is fast-growing, competitive and in a dynamic market environment.