Hypercare Analyst (Hybrid)

Summary

Motorola Solutions develops technologies that help protect people, property, and places. The Hypercare Analyst will manage critical customer accounts throughout their recovery lifecycles, lead technical action planning, and coordinate with support, engineering, sales, and product management teams. The role also drives process improvements, maintains account documentation, and mentors support agents.

Responsibilities

• Portfolio Leadership to drive account recovery lifecycles, identify accounts at risk, and serve as the primary point of contact for key customers
• Reporting & Tracking to monitor daily escalations, establish reportable information-sharing structures, and evaluate deployment readiness and product stability
• Technical Action Planning to lead issue resolution based on reported customer feedback and facilitate recurring syncs for internal and external stakeholders
• Cross-Functional Alignment to coordinate with engineering, sales, support, and product management teams while maintaining detailed account records and action plans
• Mentorship & Process Improvement to train and delegate tasks to support agents while driving process and tooling enhancements that scale the function

Skills

• **Surveillance & Enterprise Systems** knowledge, including background in networking, access control, technology, or enterprise software deployment
• **Documentation & Tools** proficiency in maintaining account records, case references, meeting notes, and action plans
• **Relationship Management** experience handling high-stakes customer relationships and maintaining ownership of deliverables and milestones
• **Cross-Functional Collaboration** expertise driving technical issue resolution across multiple internal departments
• * High School Diploma
• * 3+ years of experience in either project management, technical account management, or a technical escalation role
• Legal authorization to work in the U.S. indefinitely is required
• **Platform Experience** with tools such as Salesforce, Google Workspace, Jira, and Slack

Qualifications

Must Haves

• **Surveillance & Enterprise Systems** knowledge, including background in networking, access control, technology, or enterprise software deployment
• **Documentation & Tools** proficiency in maintaining account records, case references, meeting notes, and action plans
• **Relationship Management** experience handling high-stakes customer relationships and maintaining ownership of deliverables and milestones
• **Cross-Functional Collaboration** expertise driving technical issue resolution across multiple internal departments
• * High School Diploma
• * 3+ years of experience in either project management, technical account management, or a technical escalation role
• Legal authorization to work in the U.S. indefinitely is required

Nice to Haves

• **Platform Experience** with tools such as Salesforce, Google Workspace, Jira, and Slack

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