Escalation Support Specialist (Automotive Customer Support)

About the role

The Escalation Support Specialist plays a vital role in delivering a smooth and reliable experience for customers using connected vehicle services. You'll troubleshoot and resolve complex technical issues, act as a point of escalation for customer concerns, and collaborate closely with both internal teams and external partners to provide timely, effective solutions.

Responsibilities

• Provide expert-level technical assistance for escalated customer issues, ensuring timely resolution within defined service-level agreements (SLAs).
• Diagnose and resolve complex hardware and software issues related to connected vehicle services, collaborating with engineering, product, and other internal teams as needed.
• Use connected vehicle data to identify and address potential issues before they affect customers, contributing to improvements in service quality and reliability.
• Analyze support trends and recurring issues to identify root causes and areas for improvement. Contribute to the development of reports and key performance indicators (KPIs).
• Work closely with internal stakeholders and external partners to resolve issues efficiently and maintain clear, consistent communication with all parties.
• Maintain responsibility for end-to-end case management, ensuring updates are clearly communicated to customers, internal stakeholders, and partner teams.
• Identify opportunities to streamline support processes and reduce manual effort. Collaborate with the Knowledge Base team to create and maintain internal documentation that enables real-time solutions.
• Escalate unresolved or highly complex issues through appropriate channels (e.g., Jira, ServiceNow, Microsoft Teams, Webex), ensuring timely handoff and continued visibility until resolution.
• Monitor and communicate patterns in software-related issues to team leads and relevant stakeholders to support root-cause analysis and long-term resolution planning.

Requirements

• A high school diploma or GED (required); additional education in automotive service, software technology, or a related field is preferred—or equivalent practical experience.
• 3+ years of experience in engineering or technical support, ideally in a customer-facing or escalation-focused role.
• Proficiency with help desk platforms, remote support tools, and CRM systems such as Microsoft Dynamics or Salesforce.
• Familiarity with incident and problem management tools (e.g., Jira, BMC, ServiceNow).
• Experience working in a remote or distributed work environment is a plus.
• Strong technical troubleshooting skills with the ability to resolve complex hardware and software issues.
• Solid understanding of the software development lifecycle (SDLC) and Agile methodologies; experience with developer tools (e.g., IDEs, compilers, debuggers) is a plus.
• High emotional intelligence with the ability to empathize with customer concerns and maintain professionalism in high-pressure situations.
• Prominent adaptability in fast-paced environments with shifting priorities and evolving technologies.
• Exceptional communication and interpersonal skills, with a strong focus on delivering outstanding customer experiences.
• Demonstrated ability to work both independently and collaboratively within cross-functional teams.
• A proactive mindset and passion for identifying solutions, improving processes, and exceeding customer expectations.

Qualifications

• Must be able to work flexible hours, including occasional evenings and weekends.
• Must be able to travel occasionally for training, meetings, and client visits.

Skills

• Technical troubleshooting skills with the ability to resolve complex hardware and software issues.
• Understanding of the software development lifecycle (SDLC) and Agile methodologies.
• Experience with developer tools (e.g., IDEs, compilers, debuggers).
• Strong communication and interpersonal skills.
• Ability to work independently and collaboratively within cross-functional teams.

Benefits

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Award-Winning Employee Rewards Program (Perci Perks)

Pay

Starting hourly pay rate of $21.00 per hour (based on experience and other factors).

Schedule

This is a full-time position (40 hours per week) with a hybrid work schedule. You'll work on-site at our office in Michigan Central Station, located in Corktown, Monday through Thursday, with the flexibility to work remotely on Fridays. Our hours of operation are 8:00 AM to 8:00 PM ET, and your specific working hours may vary within that window.