Sr. Technical Support Representative - SaaS platform (Remote)

Rave Mobile Safety is seeking a self-motivated Technical Support Engineer to join its expanding team. This role involves troubleshooting Rave's notification software products, responding to support requests via email, screen sharing, and phone, and managing multiple deadlines. The successful candidate will act as a liaison between customers and internal escalation teams, conduct product training, and participate in on-call rotation, all while contributing to public safety through innovative technology.

Must Have

• Ability to learn and support multiple products in a fast-paced environment while continuing to expand upon product knowledge.
• Perform basic to complex troubleshooting of Rave’s suite of notification software products.
• Respond to support requests (support tickets) for assistance in a timely and professional manner via email, screen sharing and phone.
• Troubleshoot a broad range of technical issues on Rave’s SaaS platforms.
• Manage time and expectations appropriately to meet multiple conflicting deadlines.
• Ability to reprioritize support tickets on the fly.
• Conduct training on various Rave Products and Services.
• Participate in on-call rotation.
• Act as liaison between the customer and internal Rave escalation teams.
• Constantly drive improvements in process and policy across Rave.
• 3+ years supporting customers on enterprise SaaS platforms.
• Basic knowledge of web services/web technology (HTML, XML).
• Basic understanding of SMS networks and mobile applications.
• Basic understanding of TCP/IP, DNS, DHCP, IP subnets.
• Intermediate to advanced CSV/Spreadsheet manipulation skills.
• Experience in API, SFTP, SSO, support ticketing software (i.e. Zendesk, etc).
• Ability to work independently and collaboratively as needed.
• Excellent investigative and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to work under strict deadlines and interact with customers of varying experience levels.
• Demonstrated ability to research and resolve problems using a variety of tools.
• BA/BS degree required.

Good to Have

• Some knowledge of relational databases (SQL Server, Oracle, MySQL).
• Experience with DMARC, DKIM, SPF records.
• Experience with RSS, CAP, IPAWS/FEMA/NWS.
• Experience with telecommunications, emergency notification or public safety systems support.
• French speaking a plus!
• Experience with AI/machine learning technologies is strongly preferred.

Rave’s support team is expanding to ensure that our life-saving products are working in the best way possible for businesses and communities throughout the country. Rave is seeking a self-motivated, professional Technical Support Engineer with strong technical software skills. You should be passionate about improving public safety, innovative technology and providing a great customer experience to our clients. We continue to experience tremendous growth—and we want to talk to you.

Our award-winning products are widely recognized as helping to foster quick, relevant, and actionable communication during times of high stress and crisis.

What You’ll Do:

The Technical Support Engineer will play an integral role in the success of the Rave Services team as the expert in troubleshooting and guidance of all Rave products. The successful candidate should have a track record of working directly with a wide spectrum of customers while resolving complex issues in a fast-paced environment. Primary responsibilities include, but are not limited to:

• The ability to learn and support multiple products in a fast paced environment while continuing to expand upon your product knowledge.
• Basic to complex troubleshooting of Rave’s suite of notification software products.
• Responding to support requests (support tickets) for assistance in a timely and professional manner via email, screen sharing and phone.
• Troubleshooting a broad range of technical issues on Rave’s SaaS platforms.
• Managing time and expectations appropriately to meet multiple conflicting deadlines.
• Ability to reprioritize support tickets on the fly.
• Conducting training on various Rave Products and Services.
• Participation in on-call rotation.
• Act as liaison between the customer and internal Rave escalation teams.
• Constantly drive improvements in process and policy across Rave.

Who You Are:

• 3+ years supporting customers on enterprise SaaS platforms.
• Basic knowledge of web services/web technology (HTML, XML).
• Basic understanding of SMS networks and mobile applications.
• Basic understanding of TCP/IP, DNS, DHCP, IP subnets.
• Intermediate to advanced CSV/Spreadsheet manipulation skills.
• Experience in API, SFTP, SSO, support ticketing software (i.e. Zendesk, etc).
• Ability to work independently and collaboratively as needed.
• Excellent investigative and troubleshooting skills.
• Excellent verbal and written communication skills, ability to work under strict deadlines and interact with customers of varying experience levels.
• Demonstrated ability to research and resolve problems using a variety of tools.
• BA/BS degree required (CS/MIS or technical field preferred).

Above and Beyond:

• Some knowledge of relational databases (SQL Server, Oracle, MySQL).
• Experience with DMARC, DKIM, SPF records.
• Experience with RSS, CAP, IPAWS/FEMA/NWS.
• Experience with telecommunications, emergency notification or public safety systems support.
• French speaking a plus!
• Experience with AI/machine learning technologies is strongly preferred.

#LI-RS1

#LI-Remote

Basic Requirements

• Bachelors Degree with 3+ years supporting customers on enterprise SaaS platforms.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes