Hypercare Analyst

What you'll do

• Manage the recovery lifecycle for critical customer accounts and serve as the primary point of contact.
• Identify accounts at risk and lead technical action planning based on customer feedback.
• Monitor daily escalations and establish information-sharing structures to evaluate product stability.
• Facilitate recurring syncs for internal and external stakeholders to resolve high-stakes issues.
• Coordinate with engineering, sales, support, and product management teams to maintain detailed account records.
• Train and delegate tasks to support agents to ensure operational continuity.
• Drive process and tooling enhancements to scale the Hypercare function.

What we're looking for

• High School Diploma.
• Legal authorization to work in the U.S. indefinitely.
• 3+ years of experience in project management, technical account management, or a technical escalation role.
• Experience managing high-stakes customer relationships and maintaining ownership of deliverables and milestones.
• Expertise in driving technical issue resolution across multiple internal departments.
• Knowledge of surveillance and enterprise systems, including networking, access control, or enterprise software deployment.
• Proficiency in maintaining account records, case references, meeting notes, and action plans.
• Experience with tools such as Salesforce, Google Workspace, Jira, and Slack (preferred).