Support Analyst Level 2 (US Remote)

Summary

Motorola Solutions builds technologies that help protect people, property, and places and operates Noggin, a cloud-based integrated resilience management platform. The Support Analyst Level 2 resolves complex customer requests and issues, analyzes problems and requirements, documents workarounds, configures software solutions, and collaborates with internal teams to deliver high-quality support.

Responsibilities

• Provide accurate, timely, and professional assistance via phone, email, portal, forums, and chat tools to ensure high customer satisfaction
• Gather and analyze information regarding customer issues and requirements to determine root causes efficiently
• Document customer insights and recurring scenarios to streamline future support interactions
• Promptly resolve issues and answer questions in strict adherence to Service Level Agreements (SLAs)
• Confirm that technical workarounds and resolutions are fully satisfactory before requesting final customer confirmation
• Produce regular reports on customer support metrics and system usage as required
• Act as the primary point of escalation and mentor for the offshore support team, answering questions related to systems, support processes, and best practices
• Proactively advance product knowledge through self-education, experimentation with new features, and exploring common use cases across different solution settings
• Contribute content, troubleshooting tips, and improvement insights to Noggin’s internal knowledge base
• Share feature requests and functionality gaps with internal teams to help shape the product roadmap and drive high-value enhancements
• Act as the voice of the customer within Noggin, driving issue resolution and fostering a shared understanding of the user perspective
• Coordinate with internal teams (such as DevOps and Engineering) to ensure SLA requirements are met and optimal solutions are achieved
• Thoroughly investigate issues, document findings, and attempt resolution before escalating to other teams
• Enhance internally escalated support tickets with clear replication steps, relevant links, and translations from customer terminology into standard Noggin terminology

Skills

• 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
• 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
• 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
• Experience with Artificial Intelligence (AI) tools or concepts
• Experience with software integrations including exposure to APIs and working with JSON data
• Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azur

Qualifications

Must Haves

• 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
• 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
• 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

Nice to Haves

• Experience with Artificial Intelligence (AI) tools or concepts
• Experience with software integrations including exposure to APIs and working with JSON data
• Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azur

Benefits

• 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