Motorola Solutions · 13 hours ago
Hypercare Analyst - US Remote
United States
Full-time
Remote
Mid Level
$70K/yr - $75K/yr
3+ years expMotorola Solutions is a global community focused on enhancing public safety through technology. The Hypercare Analyst will manage high-priority escalations, coordinate with various teams to resolve issues, and maintain relationships with customers to ensure satisfaction and recovery of accounts.
Cyber SecurityTelecommunicationsVideo
No H1B
Responsibilities
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
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
Qualification
Required
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
Preferred
Familiarity with Salesforce, Google Workspace, Jira, and Slack
Background in surveillance systems, networking, technology, access control, or enterprise software deployment
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!
Company
Motorola Solutions
Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1BKey Investors
Silver Lake
2023-01-06Post Ipo Equity· $1B
2011-01-04IPO
Leadership Team
Mahesh Saptharishi
Executive Vice President and CTO
Jack Molloy
EVP and Chief Operating Officer
Recent News
Android Headlines
2026-01-23
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