Summary: Reporting to the Head of Support, the Tier II Technical Support Specialist is responsible for being the first line of support for customers and internal teams reporting issues and questions regarding the RapidDeploy product offerings.  This role will work both individually and with other members of the Support organization to identify, troubleshoot and resolve support tickets within the scheduled shift or by reporting and transitioning the problem/issue to the next shift.  This person will bring experience in software technical support in order to deliver the best user experience for our customers.  Previous experience in the public safety arena is a plus.

This remote position is based in the Eastern, Central, and Pacific time zones. 

Education: High School diploma/GED is required. 

·       2+ years of experience within a Technical Support organization. 

·       Experience adhering to established Support KPI and critical Technical Support SLA’s (CSAT, Time to Resolution (TTR), First Response, etc.) 

·       Solid Understanding of Cloud Software-as-a-Service (SaaS) offerings, enterprise software, data analytics 

·       Hands-on technical skills with the inquisitiveness to learn products, work with them, and provide recommendations to drive continuous improvement based on user value

·       Experience using tools such as Datadog and Application Insights, or similar, to troubleshoot technical support issues 

·       Demonstrated ability to provide exceptional customer care, both internal and external

·       Proven ability to appropriately prioritize, communicate and escalate software issues

·       Demonstrate strong analytical and problem-solving skills

·       Ability to communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and empathetically communicate customers’ pain points to various other internal teams 

·       Experience working in an on-call status (evening, weekends, holidays, etc.)

·       Strong interpersonal skills with an ability to work across teams, both in person and in virtual environments, to achieve business objectives.

·       Ability to work independently, yet collaboratively, in a cross-functional, multi-national company, supportive of diversity, equity, and inclusion among internal and external stakeholders.

·       Experience supporting telephony is preferred, but not required. 

·       Public Safety experience a plus

Supervision: No

Supervisory Span: N/A. 

1.     Provide day-to-day support to our customers using Zendesk Support & Talk to answer and resolve customer inquiries within the scheduled shift or by reporting and transitioning the issue to the next scheduled shift so that the issue/problem is resolved timely.

2.     Act as a representative of RapidDeploy to customers of diverse backgrounds, ensuring a positive experience with the RapidDeploy support organization, ultimately driving positive CSAT scores.

3.     Develop in-depth knowledge of all RapidDeploy product offerings, staying on top of new functionality and versions as they are released so as to effectively and efficiently resolve all support tickets timely and with customer satisfaction. 

4.     Investigate operational issues using tools such as Application Insights, Datadog and FullStory to drive issues toward timely resolution.

5.     Promote bugs and feature requests to the Product and Engineering teams for review and prioritization, ensuring all necessary information is included to strive for a quick resolution.

6.     Escalate urgent and high-priority issues as necessary, following established escalation procedures by following the appropriate chain of command. 

7.     Effectively communicate with other members of the organization to relay vital information timely and accurately. 

8.     Participate in weekend and holiday on-call rotation schedules as required. 

9.     Proactively work with the members of the Support organization to achieve and maintain established SLA and KPI metrics to support operational success. 

10.  Attend and participate in weekly team meetings, collaborating and working with others to promote ideas and solutions supportive of driving company success.

11.  Participate in cross-team meetings that occur during the course of your shift, creating a collaborative culture that benefits all levels of the organization.

12.  Contribute to the vision and mission of RapidDeploy by helping and performing other tasks as assigned, as the Company is fast-growing, competitive, and in a dynamic market environment.

$60,000 - $80,000 a year