As a Tier 3 Technical Support Agentat Pivotal,you will helptransform how our customers think about traditional customer support.

This role will bridge the gap between tier 3 support escalations and customer success:Servingas the highest level ofourfront-linetechnical support operations, while also engaging with account level concerns and questionswithempathyand urgency.

This role requiresthe ability to cross collaborate and drive resolutions across multiple teams, while also providing the gold standard incustoer-facingservice. Soft skills will be as critical as technical skills.

Responsibilities

• High-Level Escalation:Act as thefinal pointof contact for complex technical issues, ensuring high-priority tickets are resolved within defined SLAs.
• Root Cause Analysis (RCA):Drivedetailed investigation into recurring and new issues, documenting findings and workingcross collaborativelyto implement permanent fixes.
• Cross-Functional Collaboration:Build inroads and partnershipswithProduct,Firmware, andManufacturingtodrivetimelysolutions 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 takingandissuedocumentation.
• Future Proofing:Identifyopportunities to automate repetitive support tasks and improve internal diagnostic tools.

Qualifications

Systems Proficiency:

• Jira issue filing, resolutiondrivingand Kanban board management.

• Microsoft Office anddelivering professional level presentational or analytical documentation as needed.

• Generalunderstanding of CRM systems and support ticket management (Hubspot, Zendesk, Salesforce, etc.)

• Additionalproficiency with backend systemsused 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 speakat a technical level, while also make difficult technical conceptseasy to understand when needed.

Critical Thinking:A logical, methodical approach to problem-solving under pressureand throughambiguity.A symptom focused approach to finding the root cause of the issue.

Experience:5+ years intechnicalsupportor success role, with at least 2 years in a senior/escalation-tier role.

Preferred Qualifications

• VIP Account Management: Experience with critical or high profile customer accounts, or early product access programs.
• Education:Bachelor's degree ininformation Technology,computer scienceor equivalent professional experience.

Attributes aligned with Core Values

• Demonstrates a proactive safety mindset by embedding safety into daily operations, identifying and mitigating risks through assessments and training, encouraging open dialogue on safety concerns, and continuously improving protocols to ensure a safe work environment.

• Puts customers at the center of every action by deeply understanding their challenges, delivering exceptional value, and striving to exceed expectations to support their success as our core purpose.

• Actively seeks and values diverse stakeholder perspectives, builds cross-functional relationships, and fosters trust through empathetic, fact-based communication-committing to shared decisions for the greater good.

• Drives results with clarity and purpose by focusing on what matters most, adapting to change, taking initiative, and owning outcomes while aligning actions with a clear understanding of success at every level.

• Navigates ambiguity with resilience and bold thinking, challenges the status quo, and combines innovative ideas with practical best practices to overcome obstacles and drive progress.

• Fosters a high-performance culture grounded in respect, professionalism, and support-balancing high expectations with a healthy, collaborative environment and being a trusted, dependable teammate.

Applicants must be eligible for employment in the United States and willing to work onsite at our HQ office in Palo Alto, CA.

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