Customer Support Representative (Tier 3)

Job description

Pivotal is the leader in the emerging market of electric Vertical Takeoff and Landing (eVTOL) aircraft. We design, develop, and manufacture light eVTOL aircraft and are renowned for the BlackFly aircraft the world's first light eVTOL to fly manned missions and enter the consumer market. Efficient, compact, and simple, Pivotal aircraft are designed for a wide range of consumer, public service, and defense applications. Our distinctive tilt-aircraft architecture and scalable platform have been flying for over 10 years. Last year we announced our next-generation aircraft, the Helix, which is rapidly progressing toward general release and scalable production in 2026. Mobility is one of the most highly-valued areas of modern technology investments. This is the right company, in the right space, the right strategy, at the right time. If you are ready for adventure, we invite you to join our amazing team and grow with us. As a **Customer Support Representative (Tier 3)**at Pivotal, you will help transform how our customers think about traditional customer support.  This role will bridge the gap between tier 3 support escalations and customer success: Serving as the highest level of our front-line technical support operations, while also engaging with account level concerns and questions with empathy and urgency. This role requires the ability to cross collaborate and drive resolutions across multiple teams, while also providing the gold standard in customer-facing service. Soft skills will be as critical as technical skills. ### 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 - Safety Above All: Demonstrates a proactive safety mindset by embedding safety into daily work, identifying and mitigating risks, encouraging open dialogue about safety concerns, and continuously improving practices and protocols. - Customer Focus: Puts customers at the center of every action by understanding their challenges, delivering meaningful value, and supporting their success. - Work Better Together: Seeks and values diverse perspectives, builds cross-functional relationships, and fosters trust through empathetic, fact-based communication and commitment to shared decisions. - Be the Pilot: Drives results with clarity and purpose by focusing on what matters most, adapting to change, taking initiative, and owning outcomes. - Embrace the Unknown: Navigates ambiguity with resilience and bold thinking, challenges the status quo, and combines innovative ideas with practical approaches to overcome obstacles and drive progress. - Respect for People: Fosters a high-performance culture grounded in respect, professionalism, and support by balancing high expectations with a healthy, collaborative environment and being a trusted, dependable teammate.