Support Analyst Level 2 (US Remote)

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Noggin, a Motorola Solutions company, is a leader in integrated resilience management technology, offering a next-generation, cloud-based platform that combines 10 essential solutions into one unified system. Our award-winning platform seamlessly integrates operational and third-party risk management, operational resilience, business continuity, incident and crisis management, emergency management, and security and safety operations.

Job Description

The Support Services Analyst (Level 2) ensures that all customer needs are addressed promptly, professionally, and accurately. You will serve as a key point of contact for resolving complex requests, problems, and inquiries while delivering exceptional service quality. Additionally, this role contributes to problem and requirements analysis, solution development, workaround documentation, and the configuration of Noggin software to implement solutions on behalf of clients.

Key Responsibilities
1. Customer Support

• Delivering Quality Support: Provide accurate, timely, and professional assistance via phone, email, portal, forums, and chat tools to ensure high customer satisfaction.
• Problem Analysis: Gather and analyze information regarding customer issues and requirements to determine root causes efficiently.
• Knowledge Contribution: Document customer insights and recurring scenarios to streamline future support interactions.
• SLA Compliance: Promptly resolve issues and answer questions in strict adherence to Service Level Agreements (SLAs).
• Quality Assurance: Confirm that technical workarounds and resolutions are fully satisfactory before requesting final customer confirmation.
• Reporting: Produce regular reports on customer support metrics and system usage as required.
• Escalation Support: Act as the primary point of escalation and mentor for the offshore support team, answering questions related to systems, support processes, and best practices.
  

2. Product Knowledge & Continuous Improvement

• Expertise Development: Proactively advance product knowledge through self-education, experimentation with new features, and exploring common use cases across different solution settings.
• Knowledge Base Maintenance: Contribute content, troubleshooting tips, and improvement insights to Noggin’s internal knowledge base.
• Product Roadmap: Share feature requests and functionality gaps with internal teams to help shape the product roadmap and drive high-value enhancements.
  

3. Internal Collaboration & Advocacy

• Customer Advocacy: Act as the voice of the customer within Noggin, driving issue resolution and fostering a shared understanding of the user perspective.
• Cross-Functional Collaboration: Coordinate with internal teams (such as DevOps and Engineering) to ensure SLA requirements are met and optimal solutions are achieved.
• Pre-Escalation Investigation: Thoroughly investigate issues, document findings, and attempt resolution before escalating to other teams.
• Ticket Enrichment: Enhance internally escalated support tickets with clear replication steps, relevant links, and translations from customer terminology into standard Noggin terminology.
  

Requirements Qualifications & Experience

• Bachelor’s degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications/experience.
• Minimum of 1 year of professional experience in software application support.
• Experience in providing support to non-technical software users.
• Experience in software requirements gathering or problem analysis.
• Familiarity with modern service management practices and systems.
• Preferred: Experience with Artificial Intelligence (AI) tools or concepts.
• Preferred: Experience with software integrations including exposure to APIs and working with JSON data
• Preferred: Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azur
  

Technical Capabilities

• Highly adept with support tools, including communication platforms, ticketing systems, self-service options, and customer support features.
• Deep product knowledge, including system mechanics, common troubleshooting workflows, configuration principles, and diverse solution settings.
• Strong aptitude and enthusiasm for continuous learning.

Note: Candidate can be located anywhere in the US. This position will require providing coverage on Saturday and Sunday, with rest days during the Monday to Friday timeframe.

Target Base Salary Range: $60,000 USD - $70,000 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.

#LI-MP2

#LI-REMOTE

Basic Requirements

• Bachelor degree with 1+ years of experience in software application support
• OR 2+ years of experience in software application support
• 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

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 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. 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 you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re 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 this Reasonable Accommodations Form so we can assist you.