Customer Support Representative (Tier 3)

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. 

Qualifications

• 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. 

Preferred Qualifications

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.

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.