Technical Support Specialist - Tier II, Radius Mapping
Core
Deliver exceptional customer care, manage Zendesk inquiries, and troubleshoot cloud SaaS solutions for the RapidDeploy public safety platform.
Role type
Tier II Technical Support Specialist (SaaS)
Builds
Cloud-native public safety platform (RapidDeploy) serving PSAPs and first responders
Domain
Public Safety / Emergency Communications / Cloud SaaS
Required skills
Zendesk, APM tools (Datadog, Application Insights, FullStory), Cloud SaaS architecture, Incident management, SLA/KPI management, Technical diagnostics, Cross-functional communication
Preferred skills
Public Safety software (NG911), Emergency communications systems
Technologies
Zendesk, Datadog, Application Insights, FullStory
Responsibilities
Triage and resolve complex software issues via Zendesk, Monitor critical SLA metrics, Utilize APM tools for technical diagnostics, Document and escalate software bugs to engineering, Participate in shift-based and cross-functional meetings, Manage urgent high-priority incidents
Seniority
Mid-Senior, hands-on IC