Unknown Company is hiring a Sr. Technical Support Representative - SaaS platform (Remote)

Company Overview At our organization, we value our workforce as the foundation of our mission. We're a globally connected team dedicated to enhancing safety everywhere. Our advanced communication, video surveillance, and command center technologies support public safety organizations and enterprises, enabling critical coordination for safer communities, educational institutions, healthcare facilities, and businesses. Join a meaningful career and contribute to creating a more secure future. Department Overview Rave Mobile Safety, now part of Motorola Solutions, simplifies emergency response through innovative, reliable critical communication and collaboration software. Our platform empowers 9-1-1 centers, schools, and corporations to prepare, respond, and communicate effectively during emergencies. In 2022, our solutions managed 40 million incidents involving billions of communications. This opportunity allows you to contribute to a rapidly expanding SaaS company with a significant societal impact. With 12 consecutive years of double-digit growth and recent acquisition by Motorola Solutions, we're seeking passionate professionals to drive our continued expansion. Our support team is expanding to ensure our life-saving technologies serve businesses and communities nationwide. We're seeking a motivated, technically skilled Technical Support Engineer passionate about public safety, technological innovation, and exceptional customer experiences. Our award-winning products are recognized for facilitating rapid, relevant communication during high-stress scenarios. What You'll Do: The Technical Support Engineer will be crucial in supporting Rave Services, serving as an expert in troubleshooting and guiding our product suite. The ideal candidate will demonstrate a proven track record of customer interaction and complex issue resolution in dynamic environments. Responsibilities include: - Quickly learning and supporting multiple products while expanding product knowledge - Conducting basic to advanced troubleshooting of notification software - Responding to support requests professionally via multiple communication channels - Resolving technical issues across SaaS platforms - Managing competing priorities and deadlines - Dynamically reprioritizing support tickets - Conducting product and service training - Participating in on-call rotations - Bridging communication between customers and internal escalation teams - Continuously improving organizational processes Who You Are: - 3+ years supporting enterprise SaaS platforms - Strong networking expertise (TCP/IP, DNS, DHCP, IP subnets) - Web technology fundamentals - Understanding of SMS networks and mobile applications - Advanced spreadsheet manipulation skills - Experience with API, SFTP, SSO, support ticketing systems - Ability to work independently and collaboratively - Exceptional investigative and troubleshooting capabilities - Strong communication skills across diverse audiences - Problem-solving using varied tools - BA/BS degree (preferably in technical field) Above and Beyond: - Relational database knowledge - Email authentication record experience - Familiarity with emergency notification systems - Telecommunications support background - French language skills a plus - AI/machine learning technology experience preferred Target Base Salary Range: $44,800 - $74,700 USD Pay varies based on individual qualifications. Candidates can reside anywhere in the US, with preference for Boston area. Basic Requirements: - Bachelor's degree - 3+ years enterprise SaaS platform support - US work authorization Travel: Under 10% Position Type: Experienced Referral Payment: Available US Benefits: - Incentive bonus plans - Comprehensive healthcare coverage - 401K with company match - 10 paid holidays - Generous time off - Employee stock purchase plan - Parental and family leave Motorola Solutions is an Equal Opportunity Employer, committed to diversity and inclusion, welcoming candidates from all backgrounds.