Motorola Solutions is hiring a Hypercare Analyst to reactively and dynamically handle high-priority escalations received from executive channels and via the sales team when revenue or reputation are at risk. In this US remote role, you will own and manage a portfolio of Hypercare accounts, acting as the primary point of contact throughout the account recovery lifecycle.
What You'll Do
- Identify accounts that are at risk of loss or negative brand awareness.
- Create a reportable structure for managing and sharing information around escalations.
- Monitor the number of accounts escalated daily.
- Facilitate meetings for all stakeholders on current red accounts.
- Review top Hypercare accounts, action plans, and status.
- Report on all Hypercare accounts & trends.
- 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.
- Occasionally work outside of standard business hours depending on business demands.
What We're Looking For
- 3+ years of experience in project management, technical account management, or technical escalations roles.
- 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.
Nice to Have
- Familiarity with Salesforce, Google Workspace, Jira, and Slack.
- Background in surveillance systems, networking, technology, access control, or enterprise software deployment.
Technical Stack
- Salesforce
- Google Workspace
- Jira
- Slack
Team & Environment
You will be a member of the Hypercare Team.
Benefits & Compensation
- 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
- Compensation: $70,000- $75,000
Work Mode
This is a US remote position.
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
