Pivotal Systems

Tier 3 Technical Support Agent

Palo Alto, CA or Miami, Florida

Sponsorship not specifiedDetected 41 days ago

AWSGrafanaAgileJiraHubSpotSalesforceCRMAccount ManagementCustomer SuccessCustomer SupportZendeskCommunicationCollaborationProblem SolvingCritical ThinkingMicrosoft Office

About the role

Pivotal is the leader in the emerging market of electric Vertical Takeoff and Landing (eVTOL) aircraft.
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.

Responsibilities

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.
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.
5+ years in technical support or success role, with at least 2 years in a senior/escalation-tier role.

Requirements

Product Troubleshooting: Proven background in supporting complex hardware and software solutions, electric vehicle maintenance or similar experience.
Systems Proficiency:
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.
Our distinctive tilt-aircraft architecture and scalable platform have been flying for over 10 years.
If you are ready for adventure, we invite you to join our amazing team and grow with us.
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 s peak at a technical level, while also make difficult technical concepts easy to understand when needed.
Experience with critical or high profile customer accounts, or early product access programs.
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.)
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.

Nice to have

VIP Account Management: Experience with critical or high profile customer accounts, or early product access programs.
Attributes aligned with Core Values
Pivotal is an Equal Opportunity Employer.
All employment is decided on the basis of qualifications, merit, and business need.

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This listing is sourced directly from Pivotal Systems's careers page and normalized into a canonical job model.