Sr. Technical Support Representative SaaS platform (Remote)
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Job Location:
Waltham, MA - USA
Monthly Salary:
$ 44800 - 74700
Posted on:
17-09-2025
Vacancies:
1 Vacancy
Job Summary
Company Overview
At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. Our critical communications video security and command center technologies support public safety agencies and enterprises alike enabling the coordination thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future.
Department Overview
Rave Mobile Safety a Motorola Solutions company makes complex emergency response simple by building easy to use trustworthy critical communication and collaboration software. Raves platform helps 9-1-1 call centers serve their communities schools create a safe learning environment and corporations protect their global workforce by helping them prepare better respond faster and communicate effectively during emergencies. Raves solutions were utilized in 40 million incidents representing billions of individual communications in 2022 alone. This is your opportunity to become a key contributor in a rapid growth SaaS company while representing a product suite that makes an impact on peoples lives.
Job Description
Raves support team is expanding to ensure that our life-saving products are working in the best way possible for businesses and communities throughout the country. Rave is seeking a self-motivated professional Technical Support Engineer with strong technical software skills. You should be passionate about improving public safety innovative technology and providing a great customer experience to our clients. We continue to experience tremendous growthand we want to talk to you.
Our award-winning products are widely recognized as helping to foster quick relevant and actionable communication during times of high stress and crisis.
What Youll Do:
The Technical Support Engineer will play an integral role in the success of the Rave Services team as the expert in troubleshooting and guidance of all Rave products. The successful candidate should have a track record of working directly with a wide spectrum of customers while resolving complex issues in a fast-paced environment. Primary responsibilities include but are not limited to:
The ability to learn and support multiple products in a fast paced environment while continuing to expand upon your product knowledge.
Basic to complex troubleshooting of Raves suite of notification software products.
Responding to support requests (support tickets) for assistance in a timely and professional manner via email screen sharing and phone.
Troubleshooting a broad range of technical issues on Raves SaaS platforms.
Managing time and expectations appropriately to meet multiple conflicting deadlines.
Ability to reprioritize support tickets on the fly.
Conducting training on various Rave Products and Services.
Participation in on-call rotation.
Act as liaison between the customer and internal Rave escalation teams.
Constantly drive improvements in process and policy across Rave.
Who You Are:
3 years supporting customers on enterprise SaaS platforms.
Basic knowledge of web services/web technology (HTML XML).
Basic understanding of SMS networks and mobile applications.
Basic understanding of TCP/IP DNS DHCP IP subnets.
Intermediate to advanced CSV/Spreadsheet manipulation skills.
Experience in API SFTP SSO support ticketing software (i.e. Zendesk etc).
Ability to work independently and collaboratively as needed.
Excellent investigative and troubleshooting skills.
Excellent verbal and written communication skills ability to work under strict deadlines and interact with customers of varying experience levels.
Demonstrated ability to research and resolve problems using a variety of tools.
BA/BS degree required (CS/MIS or technical field preferred).
Above and Beyond:
Some knowledge of relational databases (SQL Server Oracle MySQL).
Experience with DMARC DKIM SPF records.
Experience with RSS CAP IPAWS/FEMA/NWS.
Experience with telecommunications emergency notification or public safety systems support.
French speaking a plus!
Experience with AI/machine learning technologies is strongly preferred.
Target Base Salary Range: $44800 - $74700 USD
Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.
Note: Candidate can reside anywhere in the US but the Boston area is preferred.
#LI-RS1
#LI-Remote
Basic Requirements
Bachelors Degree with 3 years supporting customers on enterprise SaaS platforms.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
None
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
YesOur :
Incentive Bonus Plans
Medical Dental Visionbenefits
401K with Company Match
10 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & Family Leave
and more!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion or belief sex sexual orientation gender identity national origin disability veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.
Were committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation please complete thisReasonable Accommodations Formso we can assist you.
Required Experience:
Senior IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Motorola Solutions, Inc., incorporated on March 9, 1973, is a provider of communication infrastructure, devices, accessories, software and services. The Company operates through two segments: Products and Services. It serves global customer base spanning federal, state, county, provin ... View more
