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# Technical Support Specialist - Tier II, Radius Mapping

- **Company:** Motorola Solutions, Inc.
- **Location:** Portland, OR, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $75,000.0 - $85,000.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Data Analysis, Application Performance Management, Software as a Service, Cloud Computing, Software Engineering, Datadog, Diagnostic Tools, Enterprise Software Applications, Grafana, Data Analytics, Zendesk
- **Published:** October 14, 2026
- **Apply:** https://diversityjobs.com/career/18623527/Technical-Support-Specialist-Tier-Ii-Radius-Mapping-Oregon-Portland

## About the Role

* 4+ years of experience delivering tier-2 or higher technical support within a enterprise software or SaaS organization.
 * Proven SLA & KPI Management: Strong track record of adhering to and exceeding core support metrics, including CSAT, Time to Resolution (TTR), and First Response SLAs.
 * Technical & Cloud Proficiency: Solid foundational knowledge of Cloud Software-as-a-Service (SaaS) architecture, enterprise software workflows, and data analytics.
 * Diagnostic & Observability Tools: Hands-on experience using application performance monitoring and troubleshooting tools such as Datadog, Application Insights, FullStory, or similar platforms.
 * Problem-Solving & Aptitude: Strong technical curiosity with a continuous-improvement mindset, capable of diagnosing complex issues and recommending user-centric enhancements.
 * Prioritization & Escalation: Excellent analytical skills with a demonstrated ability to evaluate, prioritize, and escalate critical technical issues using established incident management frameworks.
 * Cross-Functional Communication: Exceptional written and verbal communication skills, with the ability to bridge technical and non-technical teams and translate complex customer pain points effectively.
 * Collaborative & Adaptable: Proven ability to work both independently and collaboratively across multi-functional, diverse teams in remote or hybrid environments.
 * Operational Readiness: Experience participating in scheduled weekend, holiday, or rotational on-call support coverage.
 * Public Safety Knowledge: Prior experience supporting Public Safety software, NG911, or emergency communications systems is highly desirable (a plus).
 * This is a fully remote position based in the US., * 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.

## Description

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., * Customer Support & Service Excellence: 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.

 * Brand Representation & Satisfaction: Act as a professional representative of Motorola Solutions, delivering high-touch customer experiences across diverse client bases to drive strong Customer Satisfaction (CSAT) outcomes.
 * Product Subject Matter Expertise: 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.
 * Technical Diagnostics & Observability: Utilize APM and diagnostic tools-including Application Insights, Datadog, and FullStory-to investigate, troubleshoot, and resolve complex SaaS operational issues.
 * Product & Engineering Collaboration: Document, log, and advocate for software bugs and feature enhancements with Product and Engineering teams, providing complete technical context to accelerate fix delivery.
 * Incident Escalation: Manage and escalate urgent, high-priority incidents in accordance with established organizational governance and escalation paths.
 * Cross-Functional Alignment: Actively participate in shift-based and cross-functional team meetings to communicate critical updates, align on priority issues, and collaborate on operational enhancements.
 * SLA & KPI Performance: 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.
 * Operational Readiness: Support continuous coverage requirements by participating in scheduled weekend, holiday, and rotational on-call duties as needed.