About this Tier 3 Technical Support Agent role at Pivotal
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 custoer-facing service. Soft skills will be as critical as technical skills.
Responsibilities
Qualifications
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Jira issue filing, resolution driving and Kanban board management.
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Microsoft Office and delivering professional level presentational or analytical documentation as needed.
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General understanding of CRM systems and support ticket management (Hubspot, Zendesk, Salesforce, etc.)
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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
Attributes aligned with Core Values
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Puts customers at the center of every action by deeply understanding their challenges, delivering exceptional value, and striving to exceed expectations to support their success as our core purpose.
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Actively seeks and values diverse stakeholder perspectives, builds cross-functional relationships, and fosters trust through empathetic, fact-based communication—committing to shared decisions for the greater good.
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Drives results with clarity and purpose by focusing on what matters most, adapting to change, taking initiative, and owning outcomes while aligning actions with a clear understanding of success at every level.
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Navigates ambiguity with resilience and bold thinking, challenges the status quo, and combines innovative ideas with practical best practices to overcome obstacles and drive progress.
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Fosters a high-performance culture grounded in respect, professionalism, and support—balancing high expectations with a healthy, collaborative environment and being a trusted, dependable teammate.
