Job Description

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It\xe2\x80\x99s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we\xe2\x80\x99re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters. Pr\xc3\xa9sentation de l\'entreprise Chez Motorola Solutions, nous croyons que tout commence par la s\xc3\xa9curit\xc3\xa9. C\'est la constante qui permet aux gens d\'avancer en toute confiance. Elle peut remplir un vol ou vendre un stade. Elle peut permettre de s\'occuper d\'un patient ou d\'obtenir son dipl\xc3\xb4me.

En tant que leader mondial de la s\xc3\xa9curit\xc3\xa9 publique et de la s\xc3\xa9curit\xc3\xa9 des entreprises, nous cr\xc3\xa9ons et connectons les technologies qui aident \xc3\xa0 assurer la s\xc3\xa9curit\xc3\xa9 des personnes l\xc3\xa0 o\xc3\xb9 elles vivent, apprennent, travaillent et se divertissent. Notre \xc3\xa9cosyst\xc3\xa8me technologique int\xc3\xa9gr\xc3\xa9 unifie les communications critiques, la s\xc3\xa9curit\xc3\xa9 vid\xc3\xa9o et le contr\xc3\xb4le d\'acc\xc3\xa8s, ainsi que les logiciels de centre de commande, permettant une collaboration plus puissante.

Chez Motorola Solutions, nous inaugurons une nouvelle \xc3\xa8re en mati\xc3\xa8re de s\xc3\xa9curit\xc3\xa9 publique. Apportez votre passion, votre potentiel et vos talents \xc3\xa0 une carri\xc3\xa8re qui compte.

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. Rave\xe2\x80\x99s 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. Rave\xe2\x80\x99s 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 people\xe2\x80\x99s lives. Rave has had 12 consecutive years of double-digit growth and has recently been acquired by Motorola Solutions (NYSE:MSI), a global leader in public safety and enterprise security. Join our team and help us continue to grow!

Rave\xe2\x80\x99s support team is expanding to make sure 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 growth\xe2\x80\x94and 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 You\xe2\x80\x99ll 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 Rave\xe2\x80\x99s 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 Rave\xe2\x80\x99s 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.

NOTE: Candidates must reside in the Toronto Area. #LI-MP2
#LI-REMOTE

Basic Requirements

• Bachelors Degree with 3+ years supporting customers on enterprise SaaS platforms.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No
EEO Statement Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes d\xe2\x80\x99\xc3\xa9quit\xc3\xa9 en mati\xc3\xa8re d\xe2\x80\x99emploi. Nous accueillons favorablement la diversit\xc3\xa9 au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicap\xc3\xa9s.