Customer Support Representative
Job description
About the role
The Customer Support Representative (Tier 3) at Pivotal represents the apex of client interaction within the fast-paced eVTOL industry. This individual owns the resolution of the most complex technical cases that exceed standard support tiers. You translate highly technical aviation constraints into clear, actionable steps for diverse stakeholders. The role demands a balance of empathetic communication and rigorous analytical thinking to protect the brand. You act as the central hub for information, coordinating between customers and engineering teams. Success is measured by your ability to drive cases to verified closure efficiently. This position is critical for maintaining the trust of a growing user base for aircraft like the BlackFly and Helix. You ensure that the high standards of safety and service inherent to the industry are met with every interaction.
Key facts
What you'll do
- Interpret intricate support tickets to determine the root cause of advanced technical issues.
- Construct detailed support artifacts by synthesizing flight telemetry data with strict operational constraints.
- Orchestrate diagnostic sequences that isolate specific system failures and guide users to verified outcomes.
- Translate dense regulatory documentation into practical guidance for both internal teams and external clients.
- Partner with engineering departments to convert recurring case patterns into durable procedural enhancements.
- Map complex escalation paths to ensure tier 3 issues are handled with the correct urgency and accuracy.
- Guide clients through multifaceted scenarios using structured questioning and calm, professional communication.
- Guard service standards by meticulously tracking resolution quality and updating internal playbooks accordingly.
- Review inputs from cross-functional teams to ensure strict alignment with Helix and BlackFly operational rules.
- Ship targeted diagnostic sequences designed to validate system functionality and user setup procedures.
Requirements
You possess three to five years of hands-on technical support experience in a demanding environment. You have the ability to interpret dense documentation and apply the findings to real-world situations quickly and accurately. You demonstrate clear communication skills that allow you to explain intricate systems to both expert engineers and aviation novices. You are effective across multiple time zones and collaborate seamlessly with distributed colleagues located around the globe. You hold a high school diploma or equivalent; a bachelor's degree is preferred. You are authorized to work in the United States for this role without requiring sponsorship. You have the legal right to accept employment in the United States under the conditions of this role. You understand that all hiring decisions are contingent upon successful completion of background checks.
Nice to have
Experience with electric aircraft, aviation regulations, or tilt rotor systems provides a distinct advantage for this position. Familiarity with support tools common in the aviation or technology sectors is also preferred.
Practical notes
This role operates during standard business hours in the Palo Alto or Miami time zones. Travel is not required for this position. This role is contingent upon successful completion of background checks. This is an employment opportunity in the United States only. Visa sponsorship is not available for this role. You must confirm your eligibility to work in the United States upon application.
About the company
Pivotal operates at the forefront of the electric Vertical Takeoff and Landing (eVTOL) sector. The company designs, develops, and manufactures light eVTOL aircraft. Pivotal holds recognition for the BlackFly, noted as the world's first light eVTOL to complete manned flights and enter the consumer market. The portfolio emphasizes efficiency, compact design, and operational simplicity. These aircraft serve consumer, public service, and defense sectors. The distinctive tilt-aircraft architecture operates on a scalable platform with a flight history exceeding ten years. The organization recently announced its next-generation aircraft, the Helix. This aircraft advances toward general release and scalable production in 2026.
Mobility represents a major focus within modern technology investment. Pivotal exists in the specific sector, strategy, and timing required for this evolution. The company invites individuals ready for adventure to join the team and drive future growth.
The Customer Support Representative (Tier 3) role transforms traditional customer support experiences. This position bridges gaps between tier 3 escalations and customer success. You will serve as the highest level of front-line technical support. The role also addresses account-level concerns with empathy and urgency. Success requires cross-collaboration to drive resolutions. You will also provide gold-standard customer service. Both soft skills and technical abilities hold equal importance.
You coordinate complex support escalations and define client experiences. Daily tasks involve translating technical constraints into clear actions. You own the complete case journey from initial contact to final resolution.
Key Responsibilities
You design intake workflows to capture all critical details before case initiation. You construct support artifacts by merging flight data with operational constraints. Reviewing inputs from cross-functional teams ensures alignment with Helix and BlackFly operational rules. You ship diagnostic sequences that isolate issues and guide users to verified results. Partnering with engineering turns recurring incidents into lasting process improvements. You guide clients through complex scenarios using calm communication and structured questioning. Mapping escalation paths ensures tier 3 issues receive timely, accurate responses. Guarding service standards involves tracking resolution quality and updating internal playbooks.
Requirements
You possess three to five years of hands-on technical support experience. The ability to interpret dense documentation and apply findings to real-world situations quickly is essential. Clear communication skills explain intricate systems to both experts and novices. Effectiveness across time zones and coordination with distributed colleagues is required.
Additional Qualifications
Experience with electric aircraft, aviation regulations, or tilt rotor systems provides an advantage.
Tools and Skills
Proficiency with Slack, Confluence, Jira, and Zendesk is necessary.
Practical Information
About the company
Pivotal is the leader in the emerging market of electric Vertical Takeoff and Landing (eVTOL) aircraft. We design, develop, and manufacture light eVTOL aircraft and are renowned for the BlackFly aircraft the world's first light eVTOL to fly manned missions and enter the consumer market.