Partner Technical Support Specialist
About The Position
Lucid is seeking an experienced Partner Technical Support Specialist to review, research, assess, manage, and resolve product-related cases efficiently and in a timely manner. Partners are external entities using Lucid vehicles and technology for their platforms. The role requires strong problem-solving skills, a can-do attitude, determination, and the ability to learn quickly and perform to a high standard in a fast-paced environment. The specialist provides technical assistance and manages escalated cases, supports Partner employees with case documentation, and facilitates remote or on-site data collection for difficult cases. The role involves collaborating with Lucid and Partner engineers, maintaining current product and process knowledge through technical training, and building Partner confidence through expert product knowledge. Availability to support customers throughout the year, including flexible schedules, evenings, weekends, and holidays, is required.
Requirements
- Availability to work weekends and support flexible schedules to serve customers 365 days a year.
- Full-time attendance during the three-week training period is mandatory.
- At least 2 years of experience in technical support and troubleshooting.
- Automotive industry or electric vehicle (EV) experience.
- High school diploma or GED.
- Eagerness to take on new responsibilities.
- Excellent communication and technical comprehension skills.
- Detail-oriented, precise, flexible, proactive, and able to contribute strong critical thinking and common sense.
- Ability to think clearly under pressure.
- Familiarity with MS Office Suite (Outlook, Excel, and Word) and related tools such as Smartsheet.
- Ability to troubleshoot basic network and Windows communication issues.
- Experience with data analysis tools such as Grafana or Tableau.
- Intermediate-to-advanced proficiency in troubleshooting electrical circuits.
- Familiarity with high-voltage powertrain elements and operation.
- Flexibility to work evening shifts, weekends, or holidays.
Nice To Haves
- Previous technical help line or OEM Service Center experience.
- SAE certifications.
- IT support experience.
Responsibilities
- Provide technical assistance through phone, email, SMS, and chat inquiries.
- Administer escalated tickets and prioritize them for further diagnosis.
- Train Partner employees to improve documentation of escalated cases.
- Facilitate remote support for difficult cases through remote and on-site data collection.
- Collaborate with Lucid and Partner engineers to resolve more difficult diagnoses.
- Attend technical training classes to stay updated on the latest updates and processes.
- Demonstrate credibility and build Partner confidence through expert-level product knowledge.
Benefits
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Life and disability coverage.
- Paid time off.
- Paid holidays.
- Paid sick leave.
- 401(k) retirement plan.
- Eligible employees may participate in Lucid's equity program.
- Eligible employees may participate in a 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
