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 s peak 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.