Technical Support Engineer (Hybrid - US Framingham, MA)

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s 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’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

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’s 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’s 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’s 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!
Job Description

Rave’s 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 creating great software. We continue to experience tremendous growth—and 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’ll 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 customers while resolving complex issues in a fast-paced environment. Primary responsibilities include, but are not limited to:

• Basic to complex troubleshooting of Rave’s suite of notification software products

• Responding to support requests (support tickets) for assistance in a timely and professional manner via email, live chat, screen sharing and phone

• Troubleshooting a broad range of technical issues on the hardware, application, and OS levels

• Developing a full understanding of all Rave products

• Managing time and expectations appropriately to meet multiple conflicting deadlines

• Conducting training on various Rave Products and Services

• Participation in on-call rotation (infrequent)

• Act as liaison between the customer and internal Rave escalation teams

• Constantly drive improvements in process and policy across Rave

Who You Are:

• 3-5 years in enterprise software support (or equivalent)

• Some knowledge of one or more programming languages (Java, C++, Ruby) - preferred

• Some knowledge of relational databases (SQL Server, Oracle, MySQL) - preferred

• Knowledge of web services/web technology (HTML, CSS, XML, JSON) - preferred

• Ability to work independently and collaboratively as needed

• Excellent investigative and debugging skills

• Excellent problem solving skills, 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:

• Basic Understanding of SMS networks and mobile applications

• Experience with emergency notification or public safety systems support

• Command line / Bash scripting

• Experience in API, SFTP, Zendesk (Zen Talk, Zen Chat, Zen Support)

Basic Requirements

• 3+ years experience in enterprise software support

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.