Partner Technical Support Specialist
About The Position
Partners are external entities using Lucid vehicles and technology for their platforms. This position requires an experienced professional with a strong background in automotive, EV, OEM service operations, or technical assistance center environments, supporting the investigation, management, and resolution of complex vehicle and service-related escalations. The ideal candidate is comfortable working cross-functionally with service, engineering, and partner teams to drive issues to resolution while delivering an exceptional support experience. Success in this role requires strong diagnostic and problem-solving skills, sound judgment, attention to detail, and the ability to effectively manage multiple cases in a fast-paced environment. Serve as an escalation point for vehicle, service, and operational concerns, providing partner support via phone, email, SMS, and chat while driving complex cases to resolution. Administrate escalated tickets, prioritizing them for further diagnosis. Provide training for Partner employees on how to better handle documentation about escalated cases. Facilitate remote support of difficult cases through remote and on-site data collection. Collaborate with engineers from both Lucid and Partners to solve more difficult diagnoses. Attend technical training classes to stay updated on the latest updates and processes. Demonstrate credibility and create Partner confidence through expert level product knowledge.
Requirements
- Availability to work weekends and support flexible schedules to support customers 365 days of the year.
- Full-time attendance during 3-week training is mandatory
- 2+ years of experience in technical support and troubleshooting required
- High school Diploma or GED required
- Eagerness to take on new responsibilities.
- Excellent communication and technical comprehension skills.
- Detail-oriented and highly precise. Flexible, proactive, attention to details, and inclination to contribute with strong critical thinking and common sense.
- Ability to think clearly under pressure.
- Familiar with MS Office Suite (Outlook/Excel/Word) and related tools such as Smartsheet.
- Able to troubleshoot basic network/Windows communication issues
- Experience with data analysis tools, i.e. Grafana, Tableau, etc.
- Intermediate to advanced level of proficiency troubleshooting electrical circuits.
- Familiar with High Voltage powertrain elements and operation.
- Flexibility to work evenings shifts, weekends, or holidays.
- Automotive industry or Electric Vehicle (EV) experience
Nice To Haves
- Previous technical help line or OEM Service Center experience
- SAE certifications
- IT support experience
Responsibilities
- Serve as an escalation point for vehicle, service, and operational concerns, providing partner support via phone, email, SMS, and chat while driving complex cases to resolution.
- Administrate escalated tickets, prioritizing them for further diagnosis.
- Provide training for Partner employees on how to better handle documentation about escalated cases.
- Facilitate remote support of difficult cases through remote and on-site data collection.
- Collaborate with engineers from both Lucid and Partners to solve more difficult diagnoses.
- Attend technical training classes to stay updated on the latest updates and processes.
- Demonstrate credibility and create Partner confidence through expert level product knowledge.
Benefits
- medical, dental, and vision insurance
- life and disability coverage
- paid time off
- paid holidays
- paid sick leave
- 401(k) retirement plan
- equity program
- discretionary annual cash incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
