Hypercare Solution Analyst, Motorola Solutions

• 3+ years of experience in technical support, technical account management, or escalations roles
• Strong working knowledge of Motorola Solutions products, especially Unity, Pelco and/or Alta platforms
• Proven experience managing complex or escalated customer situations
• Excellent communication skills both written and verbal, with the ability to manage customer expectations
• Demonstrated ability to lead cross-functional coordination efforts and follow through on customer commitments
• Strong organizational skills and attention to detail

Desirable

• The Hypercare Solution Analyst plays a key role within the Global Support & Services organization by managing high-risk, escalated customer accounts (RED accounts)
• These accounts require elevated attention and coordination across various Video Security & Access Control teams to restore customer trust, ensure resolution of systemic issues, and drive long-term success
• Hypercare Analysts serve as technical project leads, trusted customer advocates, and cross-functional collaborators owning the lifecycle of RED accounts from Hypercare escalations to resolution
• Own and manage a portfolio of RED 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
• Provide regular updates on escalations, trends, and key performance indicators to leadership and relevant teams
• Contribute to process and tooling improvements that scale the Hypercare function
• This role is hybrid and 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