Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
Technical Support Manager
Accela
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 - $120,000 per year
Job Level
SeniorLead
Tech Stack
CloudSQLTableau
About the role
- Lead and mentor a team of Support Engineers, fostering accountability, growth, and technical excellence.
- Manage day-to-day support operations, ensuring SLA compliance, workload balance, and effective prioritization of critical cases.
- Partner with Engineering and Product teams to escalate, track, and resolve complex product defects and systemic issues.
- Review case quality, documentation, and testing/replication accuracy to maintain consistency and continuous improvement.
- Implement and refine key processes around triage, replication, swarm sessions, and root cause analysis.
- Track and analyze performance metrics (CSAT, FRT, TTR, backlog aging) to drive operational decisions and identify trends.
- Facilitate regular coaching sessions and career development plans for team members.
- Promote a culture of collaboration, transparency, and proactive communication across support tiers and departments.
- Contribute to knowledge management by encouraging documentation and reusability of solutions.
- Serve as an escalation point for high-impact customer issues and executive-level inquiries.
Requirements
- 5–8 years of experience in SaaS or enterprise software support, including 2+ years in a leadership role.
- Technical foundation in web technologies, such as APIs, SQL, and cloud-hosted platforms.
- Demonstrated success driving metrics-based performance and process improvement.
- Excellent written and verbal communication skills with an emphasis on clarity and empathy.
- Experience collaborating with Engineering, Product, and Customer Success organizations.
- Strong analytical skills and comfort working with dashboards and reporting tools (e.g., Salesforce, Tableau, Power BI).
Benefits
- flexible time off
- comprehensive medical, dental, and vision plans
- family planning benefits
- 401(k) retirement savings plan with company match
- health savings account with company contributions
- flexible spending account
- life, accident, and disability coverage
- business travel insurance
- employee assistance programs
- other well-being benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
APIsSQLcloud-hosted platformsperformance metricsprocess improvementcase quality reviewroot cause analysistriagereplicationtesting
Soft skills
leadershipmentoringaccountabilitycommunicationcollaborationtransparencycoachinganalytical skillsempathyprioritization
