Alta Hypercare Support Manager

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

The team is composed of RED Accounts specialists who serve as the critical escalation path. We solve for safer by providing reactive and proactive solutions for our at-risk customers. The team's core success is defined by its ability to ensure affected customers' needs are immediately met during high-priority incidents and using gathered data to proactively identify and mitigate other RED Accounts before they become critical escalations.

Job Description

Join a passionate, high-energy team dedicated to delivering world-class solutions and ensuring customer success. In this unique role within the growing Alta Support organization, you will tackle evolving challenges and drive excellence through the following responsibilities:

• Lead Critical Escalations: Serve as the primary owner for high-priority escalations and manage the team responsible for at-risk accounts to ensure rapid resolution and long-term customer health.

• Drive Root Cause Analysis: Conduct thorough RCAs and post-mortem reviews for service disruptions to develop actionable playbooks and prevent future issues.

• Enable Continuous Improvement: Provide detailed insights on global and account-specific outages to influence product roadmaps and optimize internal support processes.

• Strategic Resource Management: Analyze operational data to propose annual staffing levels and resource allocations that align with customer support demands.

• Foster Cross-Functional Synergy: Partner with Product, Engineering, and Sales teams to instill a sense of urgency and resolve complex technical or account-related hurdles.

• Champion the Customer Voice: Engage directly with customers through onsite and remote meetings to understand their unique needs and deliver tailored technical solutions.

• Master Resolution Tools: Utilize and advocate for key support tools across all service groups to streamline troubleshooting and accelerate issue closure.

• Cultivate Brand Champions: Transform critical account situations into success stories by ensuring immediate engagement and high-quality service delivery.

Target Base Salary Range: $80,000- $85,000

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.

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Basic Requirements

Basic Qualifications

• Bachelor’s Degree in Computer Science, Math, or related discipline

• 4+ years managing technical teams required, or 8 years of equivalent work experience

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.