Hypercare Solution Analyst

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's 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

Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution's Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.

Job Description

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.

Basic Requirements

Key Responsibilities

• 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.

Basic Qualifications

Preferred Qualifications

Additional Information

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions Portugal, Lda

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.