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Tier 3 Customer Support Jobs (NOW HIRING)

Pivotal

Customer Support Representative (Tier 3)

Miami, FL · On-site

$16.25 - $20.75/hr

... support or success role, with at least 2 years in a senior/escalation-tier role. Preferred Qualifications * Experience with critical or high profile customer accounts, or early product access ...

Decision Point

Tier 2 Customer Support Lead

Reston, VA · On-site

Tier 2 Customer Support Lead ID 2025-3327 Job Locations US Category Information Technology Type ... Qualifications Clearance Requirement Must hold an active Secret clearance , supported by a Tier 3 ...

Proven IT

Tier 3 Engineer

Schaumburg, IL · On-site

$75K - $100K/yr

This is an expert level of customer support for Managed IT Services. The Tier III Engineer has an expert understanding of the hardware, software and systems that the customer has on site.

DANE LLC

Tier III Application Support

Arlington, VA · On-site

$85K - $95K/yr

We are seeking a Tier III Application Support Specialist to join the Operations team. This is a high-visibility role with significant upward mobility potential, supporting over 70 applications and 4 ...

TGI MAIN COMPANY

Helpdesk Tier 3

Boca Raton, FL · On-site

$80K - $90K/yr

... support activities. * Ensure performance metrics are met or exceeded. * Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.

RCG Inc

Tier 3 IT Support Technician

Saint Petersburg, FL · Hybrid

$28.85 - $31.25/hr

We are currently seeking a Tier 3 IT Support Technician to support our federal government customer in St. Petersburg, FL . A hybrid work schedule may be considered following a successful probationary ...

RCG Inc

Tier 3 IT Support Technician

Saint Petersburg, FL · Hybrid

$28.85 - $31.25/hr

We are currently seeking a Tier 3 IT Support Technician to support our federal government customer in St. Petersburg, FL . A hybrid work schedule may be considered following a successful probationary ...

TGI MAIN COMPANY

Helpdesk Tier 3

Brooklyn, NY · On-site

$85K - $95K/yr

Helpdesk Tier 3 iPower Technologies, a dynamic IT corporation offering comprehensive computer and ... Support * Professional dress and demeanor required. * Extremely Service oriented. * Customers ...

TGI Office Automation, Inc.

Helpdesk Tier 3

Caldwell, NJ · On-site

$80K - $90K/yr

... support activities. * Ensure performance metrics are met or exceeded. * Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.

TGI MAIN COMPANY

Helpdesk Tier 3

Cherry Hill, NJ

$80K - $90K/yr

... support activities. * Ensure performance metrics are met or exceeded. * Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.

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How much do tier 3 customer support jobs pay per hour?

As of Aug 25, 2026, the average hourly pay for tier 3 customer support in the United States is $20.94, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $23.32 per hour, depending on experience, location, and employer.

What is a Tier 3 Customer Support specialist?

Tier 3 Customer Support specialists are highly skilled professionals who handle the most complex and technical customer issues that cannot be resolved by lower support tiers. They often work closely with engineering or product development teams to diagnose and fix advanced problems, perform root cause analysis, and provide long-term solutions. Tier 3 agents may also create documentation for recurring issues and help improve the overall customer support process. Their role is critical in ensuring customer satisfaction for challenging or unique cases.

How does a Tier 3 Customer Support specialist typically collaborate with engineering or product teams to resolve complex issues?

Tier 3 Customer Support specialists often work closely with engineering or product teams by escalating unresolved or highly technical issues that require in-depth investigation. They provide detailed case documentation, logs, and user reports, and may participate in diagnostic sessions or meetings to help reproduce and analyze issues. Effective communication skills are essential, as Tier 3 specialists act as a bridge between the customer-facing support staff and the technical teams, ensuring that customer concerns are accurately conveyed and addressed. This collaborative approach not only resolves customer problems efficiently but can also inform product improvements.

What are the key skills and qualifications needed to thrive as a Tier 3 Customer Support specialist, and why are they important?

To thrive as a Tier 3 Customer Support specialist, you need advanced troubleshooting abilities, deep product or service expertise, and often a relevant technical degree or equivalent experience. Familiarity with ticketing systems like Zendesk or Jira, knowledge bases, remote diagnostics tools, and sometimes certifications such as ITIL or CompTIA are typical requirements. Excellent problem-solving, patience, and strong communication skills distinguish top performers in this role. These skills are crucial for resolving complex customer issues efficiently, ensuring customer satisfaction, and supporting overall product reliability.

What is the difference between Tier 3 Customer Support vs Tier 2 Customer Support?

AspectTier 3 Customer SupportTier 2 Customer Support
CredentialsTechnical certifications, advanced product knowledgeBasic technical training, customer service skills
Work EnvironmentSpecialized support teams, often in technical or engineering departmentsFrontline support, handling common customer issues
ResponsibilitiesResolving complex technical problems, providing expert solutionsAddressing standard inquiries, troubleshooting common issues
Industry UsageTech companies, software providers, hardware manufacturersTelecom, retail, general service industries

In summary, Tier 3 Customer Support handles the most complex technical issues requiring specialized knowledge, while Tier 2 Customer Support manages more routine problems. Both roles are essential in providing comprehensive customer service, but Tier 3 support typically involves higher technical expertise and problem-solving skills.

What is considered Tier 3 customer support?

Tier 3 customer support is the highest level of technical assistance, typically handled by specialized experts or engineers who resolve complex issues that cannot be addressed by Tier 1 or Tier 2 support. It often involves in-depth troubleshooting, advanced technical knowledge, and the use of diagnostic tools to resolve persistent or intricate problems.
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Tier 3 Customer Support jobs near you
Infographic showing various Tier 3 Customer Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $43,556 per year, or $20.9 per hour.

Customer Support Representative (Tier 3)

Palo Alto, CA • On-site

Pivotal
See more jobs at Pivotalexternal

$20 - $25.50/hr

Full-time

Re-posted 16 days ago

Job description

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. 
 
Efficient, compact, and simple, Pivotal aircraft are designed for a wide range of consumer, public service, and defense applications. Our distinctive tilt-aircraft architecture and scalable platform have been flying for over 10 years. 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. This is the right company, in the right space, the right strategy, at the right time. If you are ready for adventure, we invite you to join our amazing team and grow with us.

As a Customer Support Representative (Tier 3) 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.  

Responsibilities
  • High-Level Escalation: Act as the final point of contact for complex technical issues involving hardware and software, ensuring high-priority tickets are resolved within defined SLAs.
  • 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.  
Qualifications
  • Product Troubleshooting: Proven background in supporting complex hardware and software solutions, electric vehicle maintenance or similar experience.
  • Systems Proficiency:  
    • 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.   

  • 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
  • VIP Account Management: Experience with critical or high profile customer accounts, or early product access programs. 
  •  Education: Bachelor’s degree in information Technology, computer science or equivalent professional experience.  
Attributes aligned with Core Values   
 
  • Demonstrates a proactive safety mindset by embedding safety into daily operations, identifying and mitigating risks through assessments and training, encouraging open dialogue on safety concerns, and continuously improving protocols to ensure a safe work environment. 

  • 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. 

  • 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. 

  • 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. 

  • 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. 

  • 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. 

Applicants must be eligible for employment in the United States and willing to work onsite at our HQ office in Palo Alto, CA.
 
Pivotal offers a comprehensive benefits package, including medical, dental, vision, and 401k plans.
 
Pivotal is an Equal Opportunity Employer. Pivotal does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.