Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
Technical Support Lead
VisibleThread
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
AWSCloudLinux
About the role
- The role is US-based Technical Support Lead for VisibleThread, an RFP intelligence platform.
- Serve as the primary technical contact for US customers, managing Tier 1 and Tier 2 issues via helpdesk, email, and virtual meetings.
- Lead deployments including new installations, upgrades, and configurations for on-premise, private cloud, and Gov cloud instances.
- Own customer issues from initial report to final resolution; troubleshoot and collaborate with global engineering.
- Support security posture: assist with customer security questionnaires, audits, and ensure compliance with security standards.
- Develop and maintain high-quality support documentation, knowledge base articles, and internal training materials.
Requirements
- 3-5 years of deep technical support experience in a B2B SaaS environment.
- Strong troubleshooting skills; solid understanding of web applications, networking concepts, and databases. Experience working with Linux and AWS.
- Initiative: You're a natural self-starter. You don't wait to be told what to do; you identify needs, take initiative, and own tasks through to completion.
- Communication: Excellent verbal and written communication skills. You can explain complex technical concepts to non-technical users with ease and patience.
- Citizenship: Must be a US Citizen residing in the United States.
