Hypercare Solution Analyst

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.

Key Responsibilities

1. Own and manage a portfolio of RED Hypercare accounts, acting as the primary point of contact throughout the account recovery lifecycle.
2. Coordinate with support, engineering, product management, and VS&A teams to drive issue resolution.
3. Lead technical action planning based on customer issues reported.
4. Facilitate recurring syncs with customers and internal stakeholders to provide updates, set expectations, and maintain momentum.
5. Maintain detailed documentation including RED records, case references, meeting notes, and action plans.
6. Evaluate deployment readiness and product stability for escalated accounts.
7. Monitor and flag risks to customer satisfaction; act quickly to course-correct when necessary.
8. Train with and delegate tasks to support agents while maintaining ownership of deliverables and milestones.
9. Provide regular updates on escalations, trends, and key performance indicators to leadership and relevant teams.
10. Contribute to process and tooling improvements that scale the Hypercare function.

Basic Qualifications

• 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.

Preferred Qualifications

• Familiarity with Salesforce, Google Workspace, Jira, and Slack.
• Background in surveillance systems, networking, or enterprise software deployment.
• Previous project management experience or PMP certification is a plus.

Additional Information

• 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.

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes.
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Private medical insurance.
• Employee stock purchase plan.
• Flexible working options.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide-ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance, etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.

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Travel Requirements

Under 10%

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