Tier 3 Technical Support Agent

Pivotal•Miami, FL

1d•Onsite

About The Position

As a Tier 3 Technical Support Agent 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.

Requirements

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.
General ability to read data logs and scan for red flags or potential root causes.
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.
A logical, methodical approach to problem-solving under pressure and through ambiguity. A symptom focused approach to finding the root cause of the issue.
5+ years in technical support or success role, with at least 2 years in a senior/escalation-tier role.
Applicants must be eligible for employment in the United States and willing to work onsite at our HQ office in Palo Alto, CA.

Nice To Haves

Experience with critical or high profile customer accounts, or early product access programs.

Responsibilities

Act as the final point of contact for complex technical issues, ensuring high-priority tickets are resolved within defined SLAs.
Drive detailed investigation into recurring and new issues, documenting findings and working cross collaboratively to implement permanent fixes.
Build inroads and partnerships with Product, Firmware, and Manufacturing to drive timely solutions for critical customer accounts.
Document and develop playbooks to streamline resolutions for recurring issues.
Manage and curate support tickets within defined SLAs and to the highest standards of note taking and issue documentation.
Identify opportunities to automate repetitive support tasks and improve internal diagnostic tools.