Hypercare Analyst - US Remote

Company Overview At Motorola Solutions, we believe that everything starts with our people. Were a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination thats critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. Department Overview The Hypercare Team reactively and dynamically handles high-priority escalations received from executive channels and via the sales team when revenue or reputation are deemed to be at risk, providing planning, guidance, and resolutions. Avigilon, a Motorola Solutions Company. Job 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, 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 RED 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 after business hours; depending on business demands Preferred Qualifications: Familiarity with Salesforce, Google Workspace, Jira, and Slack. Background in surveillance systems, networking, technology, access coor enterprise software deployment. Strong working knowledge of Motorola Solutions products, especially Unity and Alta cloud-connected platforms. Familiarity with network troubleshooting, basic scripting (e.g., Linux command line), and systems integration including APIs, workflows, and automation. Additional Information: This role is remote but may occasionally require travel to customer sites or internal team events. Applicants must be comfortable managing high-stakes customer relationships and coordinating with multiple teams. This is a growth-oriented position with opportunities to deepen cross-functional and customer-facing leadership skills. This position is a remote position and candidates can be located anywhere in the US. Target Base Salary Range: $70,000- $75,000 Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. #LI-D1 Basic Requirements High School diploma or equivalency 3+ years of experience in project management, technical account management, technical support, or escalations roles. Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. Travel Requirements Under 10% Relocation Provided None Position Type Experienced Referral Payment Plan Yes Our U.S. Benefits include: Incentive Bonus Plans Medical, Dental, Vision benefits 401K 10 Paid Holidays Generous Paid Time Off Packages Employee Stock Purchase Plan Paid Parental & Family Leave and more! EEO Statement 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. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If youd like to join our team but feel that you dont quite meet all of the preferred skills, wed still love to hear why you think youd be a great addition to our team. Were committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you. MOTOROLA SOLUTIONS OVERVIEW At Motorola Solutions, we believe that everything starts with our people. Were a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination thats critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. Learn more at www.motorolasolutions.com. If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.