Hypercare Analyst (Hybrid)

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview 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. Job Description 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. Key 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 to 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 to 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. Job 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. Preferred Qualifications Platform Experience with tools such as Salesforce, Google Workspace, Jira, and Slack. We will be accepting applications between September 23rd, 2026 and November 23rd, 2026 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-DB1 #LI-Hybrid Basic Requirements 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 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 with Company Match 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 you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re 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.