Motorola Solutions

Alta Hypercare Support Manager

Motorola Solutions$80K — $85K *
Allen, TX 75002In-Person
Enterprise Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor’s Degree in Computer Science, Math, or related discipline
  • 4+ years in a management role for technical teams, or 8 years of equivalent experience

Responsibilities

  • Lead high-priority escalation efforts to ensure rapid resolution of at-risk accounts
  • Conduct root cause analyses and post-mortem reviews to develop actionable playbooks
  • Provide insights on outages to influence product development and support processes
  • Analyze operational data to determine staffing and resource needs
  • Collaborate with cross-functional teams to resolve complex technical challenges
  • Engage with customers to understand their needs and provide tailored solutions
  • Utilize support tools to enhance troubleshooting and expedite issue resolution
  • Transform critical account scenarios into success stories through proactive engagement

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
  • and more!
Full Job Description

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.

#LI-DB1


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!


About Motorola Solutions

Motorola provides products, technologies, and services for mobile, wireline digital communication, information, and entertainment applications. Its product portfolio includes smartphones operating on the Android operating system, feature phones, media tablet devices, wireless accessories, and more. Its range of smartphone products includes the Moto X first generation, Moto X second generation, Moto G first generation, Moto G second generation, and more. It is also the manufacturer of Moto 360, a smartwatch that provides services such as notifications, updates, and other related features. It also provides monitors, cordless phones, applications, and accessories such as cases, wireless headsets, wireless speakers, and more. In addition, it provides multimedia content, including video, voice, messaging, and cloud-based and Internet-based applications and services to multiple screens such as mobile devices, televisions, media tablets, and personal computers. Its Medios service platform enables service providers to deliver content on devices. Motorola is based in Chicago, Illinois. It primarily sells its products in the United States, China, Brazil, and Singapore. Motorola currently operates as a subsidiary of Google Inc.

Motorola Solutions Careers

Join the dynamic team at Motorola Solutions today and be part of a company renowned for its relentless innovation, leadership in technology, and a commitment to professional excellence. As a global leader in communications and electronics, Motorola Solutions offers unparalleled job opportunities designed to empower your career growth and development. Work You’ll Do At Motorola Solutions, you will collaborate with a diverse team of experts who are at the forefront of technological innovation and public safety solutions. Our work impacts lives, ensuring safety and security for communities around the world. You will be part of a culture that values diversity, equity, and inclusion, and where every team member’s contribution is valued. Lead in Innovation and Technology Motorola Solutions is not just about radios and hardware; we are at the cutting edge of software solutions, AI, and data analytics. By joining our team, you will work on groundbreaking projects that redefine how public safety communicates in the digital age. Your work will help develop smart solutions that keep people safe and businesses thriving. Grow Your Career With Motorola Solutions, your career trajectory is boundless. We offer a variety of professional development and leadership training programs to help you hone your skills and advance within the company. From internships to full-time positions, Motorola Solutions is committed to nurturing talent and fostering an environment where innovation thrives. Benefits and Culture Our employees enjoy a competitive package of benefits that supports their life and well-being. These include health, vision, and dental insurance, employee assistance programs, and flexible working arrangements. At Motorola Solutions, we believe in maintaining a work-life balance that fosters both personal and professional growth. Join Our Team Explore the numerous employment opportunities at Motorola Solutions. Whether you are a seasoned professional or a recent graduate, we have positions ranging from engineering to marketing, sales to project management. We are hiring individuals who are passionate, curious, and ready to drive change. Networking and Professional Development Motorola Solutions values networking and connections within the industry. We encourage our employees to engage in various professional groups and forums to enhance their networking skills and industry knowledge. This engagement is pivotal in fostering a collaborative environment and sparking innovation within our teams. Internship Programs Our internship programs offer a robust introduction to the world of public safety solutions and communications technology. Interns at Motorola Solutions gain hands-on experience, working alongside seasoned professionals and participating in projects that make real-world impacts. Stay Connected Join the Motorola Solutions career community to stay updated on new job openings, company news, and industry developments. Tailor your job search with our career tools and get tips on crafting the perfect resume and acing your interview. Search Motorola Solutions Jobs Ready to start your journey with Motorola Solutions? Search open positions that match your skills and interests. We are looking for individuals who are driven, creative, and ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Motorola Solutions.
Learn more about Motorola Solutions
Size
18,700 employees
Market Cap
$42.7 billion
Industry
Net Income
$949 million
Founded
1928
5 Year Trend
+6.2%
Revenue
$7.4 billion
NASDAQ

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