Job Title: Hypercare Analyst
Location: 100% Remote
Duration: 6-12 Months
 
Department Overview
The Hypercare Team reactively and dynamically handles high-priority escalations from executive channels and sales when revenue or reputation are at risk, providing planning, guidance, and resolutions.

The Hypercare Analyst will be responsible for:

• Identifying accounts at risk of loss or negative brand awareness
• Creating a reportable structure for managing and sharing escalation information
• Monitoring daily escalated account volumes
• Facilitating stakeholder meetings on current red accounts
• Reviewing top Hypercare accounts, action plans, and status
• Reporting on all Hypercare accounts & trends

 
Key Responsibilities

• Own and manage a portfolio of Hypercare accounts as the primary point of contact throughout recovery lifecycle
• Coordinate with Support, Engineering, Product Management, and VS&A teams to drive issue resolution
• Lead technical action planning based on reported customer issues
• Facilitate recurring syncs with customers and internal stakeholders to provide updates and maintain momentum
• Maintain detailed documentation (RED records, case references, meeting notes, action plans)
• Evaluate deployment readiness and product stability for escalated accounts
• Monitor and flag risks to customer satisfaction; act quickly to course-correct
• Train and delegate tasks to support agents while maintaining ownership of deliverables
• Contribute to process and tooling improvements that scale Hypercare function
• Occasional after-hours work based on business demands

 
Requirements

• High School diploma or equivalency
• 2+ years of experience in project management, technical account management, or escalations roles
• Familiarity with network troubleshooting, basic scripting (Linux CLI), and systems integration (APIs, workflows, automation)

 
Qualification

• Familiarity with Salesforce, Google Workspace, Jira, and Slack, video, security, or access systems?
• Background in surveillance systems, networking, technology, or enterprise software deployment.
• Strong knowledge of client’s products is a plus (Unity & Alta cloud-connected platforms)

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 52.00/hr.