Hypercare Analyst (Hybrid)

Motorola Solutions•Fishers, TX

13h•Remote

About The Position

At Motorola Solutions, we are "Solving for safer". We build and connect technologies to help protect people, property, and places. Our Hypercare team ensures operational continuity for key accounts, acting as the critical bridge between customer success, engineering, and product support when high-stakes issues arise. We are seeking an impact-driven professional to manage critical customer accounts throughout their recovery lifecycle. In this remote position based in the US, you will oversee high-stakes relationships, lead technical action planning, and collaborate across cross-functional teams including support, engineering, sales, and product management. We offer a growth-oriented environment where you can deepen customer-facing leadership while advancing our mission to deliver safe, reliable solutions.

Requirements

Technical Expertise: 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.
Professional Experience: 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.
Employer work permit sponsorship is not available for this position

Nice To Haves

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

Responsibilities

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