As a Customer Support Representative (Tier 3) at Pivotal, you will serve as the highest level of front-line technical support, bridging tier 3 escalations and customer success. You will handle complex technical issues, drive root cause analysis, collaborate across teams, and manage high-priority tickets within SLAs. The role requires strong soft skills and technical proficiency to provide gold-standard customer service.

Responsibilities

High-Level Escalation: Act as the final point of contact for complex technical issues involving hardware and software, ensuring high-priority tickets are resolved within defined SLAs.
Root Cause Analysis (RCA): Drive detailed investigation into recurring and new issues, documenting findings and working cross collaboratively to implement permanent fixes.
Cross-Functional Collaboration: Build inroads and partnerships with Product, Firmware, and Manufacturing to drive timely solutions for critical customer accounts.
Knowledge Management: Document and develop playbooks to streamline resolutions for recurring issues.
Incident Management: Manage and curate support tickets within defined SLAs and to the highest standards of note taking and issue documentation.
Future Proofing: Identify opportunities to automate repetitive support tasks and improve internal diagnostic tools.

Requirements

Product Troubleshooting: Proven background in supporting complex hardware and software solutions, electric vehicle maintenance or similar experience.
Systems Proficiency:
- Jira issue filing, resolution driving and Kanban board management.
Microsoft Office and delivering professional level presentational or analytical documentation as needed.
General understanding of CRM systems and support ticket management (Hubspot, Zendesk, Salesforce, etc.)
Additional proficiency with backend systems used for log retrieval and firmware commitment lookup: data viewer, Grafana, terminal, AWS, etc.
Log Analysis: General ability to read data logs and scan for red flags or potential root causes.
Communication: The ability to meet your audience where they are and speak at a technical level, while also make difficult technical concepts easy to understand when needed.
Critical Thinking: A logical, methodical approach to problem-solving under pressure and through ambiguity. A symptom focused approach to finding the root cause of the issue.
Experience: 5+ years in technical support or success role, with at least 2 years in a senior/escalation-tier role.

Nice to have

VIP Account Management: Experience with critical or high profile customer accounts, or early product access programs.
Education: Bachelor’s degree in information Technology, computer science or equivalent professional experience.

Benefits

Pivotal offers a comprehensive benefits package, including medical, dental, vision, and 401k plans.