Technical Support Specialist - Tier II, Radius Mapping

Motorola Solutions•Las Vegas, NV

10d•Remote

About The Position

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.

Requirements

4+ years of experience delivering tier-2 or higher technical support within a enterprise software or SaaS organization.
Strong track record of adhering to and exceeding core support metrics, including CSAT, Time to Resolution (TTR), and First Response SLAs.
Solid foundational knowledge of Cloud Software-as-a-Service (SaaS) architecture, enterprise software workflows, and data analytics.
Hands-on experience using application performance monitoring and troubleshooting tools such as Datadog, Application Insights, FullStory, or similar platforms.
Strong technical curiosity with a continuous-improvement mindset, capable of diagnosing complex issues and recommending user-centric enhancements.
Excellent analytical skills with a demonstrated ability to evaluate, prioritize, and escalate critical technical issues using established incident management frameworks.
Exceptional written and verbal communication skills, with the ability to bridge technical and non-technical teams and translate complex customer pain points effectively.
Proven ability to work both independently and collaboratively across multi-functional, diverse teams in remote or hybrid environments.
Experience participating in scheduled weekend, holiday, or rotational on-call support coverage.
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.

Nice To Haves

Prior experience supporting Public Safety software, NG911, or emergency communications systems is highly desirable (a plus).

Responsibilities

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.
Act as a professional representative of Motorola Solutions, delivering high-touch customer experiences across diverse client bases to drive strong Customer Satisfaction (CSAT) outcomes.
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.
Utilize 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 complete technical context to accelerate fix delivery.
Manage and escalate urgent, high-priority incidents in accordance with established organizational governance and escalation paths.
Actively participate in shift-based and cross-functional team meetings to communicate critical updates, align on priority issues, and collaborate on operational enhancements.
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.
Support continuous coverage requirements by participating in scheduled weekend, holiday, and rotational on-call duties as needed.