Support Service Analyst (Level 2)

Noggin, a Motorola Solutions company, is a leader in integrated resilience management technology, offering a next-generation, cloud-based platform that combines 10 essential solutions into one unified system. We are looking for a Support Service Analyst (Level 2) to ensure our customers receive prompt, professional, and accurate assistance while helping to shape our product through expert analysis and configuration.

Key responsibilities

• Provide high-quality support via phone, email, and chat, ensuring strict adherence to Service Level Agreements.
• Analyze customer issues to determine root causes and document solutions to streamline future interactions.
• Act as a mentor and escalation point for the offshore support team regarding systems and best practices.
• Collaborate with DevOps and Engineering teams to resolve complex technical issues and enhance the product roadmap.
• Maintain and contribute to the internal knowledge base with troubleshooting tips and improvement insights.

Requirements

• Bachelor’s degree in Business, IT, Computer Science, or equivalent professional experience.
• Minimum of 1 year of experience in software application support, specifically assisting non-technical users.
• Strong problem-solving skills with experience in requirements gathering and technical analysis.
• Familiarity with modern service management practices and ticketing systems.
• Ability to work a schedule that includes coverage on Saturday and Sunday, with rest days during the week.

What we offer

• Opportunity to work with a global leader in resilience management technology.
• Fully remote work environment with a focus on continuous learning and professional development.
• Exposure to advanced cloud platforms, AI concepts, and software integration technologies.