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Tier 3 Customer Support Jobs (NOW HIRING)

iClassPro, Inc

Tier 3 Technical Support

Longview, TX · On-site

Analyze data using SQL and internal tools to diagnose problems and support customer needs ... in a Tier 2 or Tier 3 technical support or similar role * Strong understanding of relational ...

iClassPro Inc

Tier 3 Technical Support

Longview, TX · On-site

Analyze data using SQL and internal tools to diagnose problems and support customer needs ... in a Tier 2 or Tier 3 technical support or similar role * Strong understanding of relational ...

Pennant Services

Tier 3 Support Engineer

Nashville, TN · On-site

... Customer Second, and Ownership . We believe great results come from empowered leaders, strong ... JOB SUMMARY The Tier 3 Support Engineer provides advanced technical expertise for complex incidents ...

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 ...

Aretum

Tier III Support Technician

Arlington, VA · On-site +1

... customers across defense, civilian, and homeland security sectors. Our teams work at the ... Job Summary Aretum is seeking a Tier III Support Technician to provide advanced technical support ...

Aretum

Tier III Support Technician

Arlington, VA · Remote

... customers across defense, civilian, and homeland security sectors. Our teams work at the ... Job Summary Aretum is seeking a Tier III Support Technician to provide advanced technical support ...

SAIC

Tier Three Technical Support

Aberdeen, MD · On-site

Description SAIC is seeking a Senior (Tier 3) Technical Support Analyst, with in-depth Information ... Ability to build and maintain customer relationships and partnerships with stakeholders at all ...

Mesa Rim Climbing Centers

Tier 3 Routesetter

Austin, TX · On-site

Support team in managing time effectively, providing guidance for the team's workflow and setting ... Tier 3 Setter Pay Range: $23.50-$32.00/hour By submitting an application below, you are agreeing to ...

Nerdio

Escalation Engineer (Tier 3 Support)

$80K - $100K/yr

... support queue, the Escalation Engineer is who they land with. This is a Tier 3 role built for ... Participate in customer calls or screen sharing sessions when required to investigate or resolve ...

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Tier 3 Customer Support information

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

As of Aug 4, 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 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 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.

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 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 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.
More about Tier 3 Customer Support jobs
What cities are hiring for Tier 3 Customer Support jobs? Cities with the most Tier 3 Customer Support job openings:
What states have the most Tier 3 Customer Support jobs? States with the most job openings for Tier 3 Customer Support jobs include:
What job categories do people searching Tier 3 Customer Support jobs look for? The top searched job categories for Tier 3 Customer Support jobs are:
Tier 3 Customer Support jobs near you
Infographic showing various Tier 3 Customer Support job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 69% Full Time, 26% Part Time, 1% Temporary, and 3% Contract. Highlights an 95% Physical, 2% Hybrid, and 3% Remote job distribution, with an average salary of $43,556 per year, or $20.9 per hour.

Customer Support Representative (Tier 3)

Pivotal

Palo Alto, CA • On-site

$20 - $25.50/hr

Full-time

Medical, Dental, Vision, Retirement

Re-posted 25 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 helptransform how our customers think about traditional customer support.
This role will bridge the gap between tier 3 support escalations and customer success:Servingas the highest level ofourfront-linetechnical support operations, while also engaging with account level concerns and questionswithempathyand urgency.
This role requiresthe ability to cross collaborate and drive resolutions across multiple teams, while also providing the gold standard incustomer-facingservice. Soft skills will be as critical as technical skills.
Responsibilities
  • High-Level Escalation:Act as thefinal pointof contact for complex technical issues involving hardware and software, ensuring high-priority tickets are resolved within defined SLAs.
  • Root Cause Analysis (RCA):Drivedetailed investigation into recurring and new issues, documenting findings and workingcross collaborativelyto implement permanent fixes.
  • Cross-Functional Collaboration:Build inroads and partnershipswithProduct,Firmware, andManufacturingtodrivetimelysolutions 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 takingandissuedocumentation.
  • Future Proofing:Identifyopportunities 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, resolutiondrivingand Kanban board management.

  • Microsoft Office anddelivering professional level presentational or analytical documentation as needed.

  • Generalunderstanding of CRM systems and support ticket management (Hubspot, Zendesk, Salesforce, etc.)

  • Additionalproficiency with backend systemsused 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 speakat a technical level, while also make difficult technical conceptseasy to understand when needed.
  • Critical Thinking:A logical, methodical approach to problem-solving under pressureand throughambiguity.A symptom focused approach to finding the root cause of the issue.
  • Experience:5+ years intechnicalsupportor 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 ininformation Technology,computer scienceor 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.

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