[Hiring] Hypercare Analyst @Motorola Solutions

Role Description

The Hypercare Analyst will be responsible for the following:

• Identifying accounts that are at risk of loss or negative brand awareness
• Creating a reportable structure for managing and sharing information around escalations
• Monitoring the number of accounts escalated daily
• Facilitating meetings for all stakeholders on current red accounts
• Reviewing top Hypercare accounts, action plans, and status
• Reporting on all Hypercare accounts & trends

Key Responsibilities:

• Own and manage a portfolio of Hypercare accounts, acting as the primary point of contact throughout the account recovery lifecycle.
• Coordinate with support, engineering, sales, product management, and VS&A teams to drive issue resolution.
• Lead technical action planning based on customer issues reported.
• Facilitate recurring syncs with customers and internal stakeholders to provide updates, set expectations, and maintain momentum.
• Maintain detailed documentation including Hypercare account records, case references, meeting notes, and action plans.
• Evaluate deployment readiness and product stability for escalated accounts.
• Monitor and flag risks to customer satisfaction; act quickly to course-correct when necessary.
• Train with and delegate tasks to support agents while maintaining ownership of deliverables and milestones.
• Contribute to process and tooling improvements that scale the Hypercare function.
• Occasional request to work outside of standard business hours; depending on business demands.

Qualifications

• 3+ years of experience in project management, technical account management, or technical escalations roles.
• Familiarity with Salesforce, Google Workspace, Jira, and Slack.
• Background in surveillance systems, networking, technology, access control, or enterprise software deployment.

Requirements

• Familiarity with network troubleshooting, basic scripting (e.g., Linux command line), and systems integration including APIs, workflows, and automation.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!