Hypercare Analyst

This is a fully remote position, open to applicants in Colorado, +2 more states.

📋 Description

• Oversee essential customer accounts throughout their recovery journey

• Propel account recovery processes and pinpoint accounts that are at risk

• Act as the main contact for significant customers

• Track daily escalations and set up structures for information sharing that can be reported

• Assess deployment readiness and ensure product stability

• Lead the technical action planning based on customer insights

• Organize regular sync meetings for both internal and external stakeholders

• Collaborate with engineering, sales, support, and product management teams

• Keep thorough records of accounts and action plans

• Educate and delegate tasks to support agents

• Foster improvements in processes and tools that enhance scalability

• Work across support, engineering, sales, and product management to address critical issues

⛳️ Requirements

• High School Diploma

• A minimum of 3 years of experience in project management, technical account management, or a role focused on technical escalations

• Knowledge of Surveillance & Enterprise Systems, including networking, access control, technology, or enterprise software deployment

• Proficient in maintaining account records, case references, meeting documentation, and action plans

• Experience managing high-stakes customer relationships while ensuring accountability for deliverables and milestones

• Skilled in driving technical issue resolution across various internal departments

• Familiarity with Salesforce, Google Workspace, Jira, and Slack is preferred

• Legal eligibility to work in the U.S. indefinitely

• No employer work permit sponsorship available

• Travel requirement is less than 10%

🏝️ 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

• Travel under 10%

• Referral Payment Plan

• Growth-oriented environment

• No relocation required