Hypercare Analyst - Remote

Overview

The Hypercare Analyst will manage high-priority escalations, ensuring customer satisfaction and brand reputation by coordinating with various teams to resolve issues.

In Short

• Identify at-risk accounts and manage escalations.
• Create structured reports for escalation management.
• Facilitate meetings with stakeholders regarding red accounts.
• Maintain documentation of Hypercare accounts.
• Monitor customer satisfaction and act on risks.
• Lead technical action planning for reported issues.
• Train and delegate tasks to support agents.
• Contribute to process improvements in Hypercare.
• Occasional travel to customer sites may be required.
• This is a remote position based in the US.

Requirements

• 3+ years of experience in project management or technical account management.
• Familiarity with Salesforce, Google Workspace, Jira, and Slack.
• Experience in network troubleshooting and systems integration.
• Legal authorization to work in the U.S. indefinitely.
• Ability to manage high-stakes customer relationships.
• Comfortable working outside standard hours as needed.
• Strong documentation and communication skills.
• Background in surveillance systems or enterprise software is preferred.
• Basic scripting knowledge (e.g., Linux command line) is a plus.
• Willingness to learn and adapt in a dynamic environment.

Benefits

• 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.
• Supportive and inclusive work culture.
• Opportunities for professional growth.
• Commitment to diversity and inclusion.