Hybrid Escalation Specialist — Automotive Support

Socket.dev; Dearborn (MI); Hybrid; USD 29,000 - 33,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

401(k) with company match

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Training and Development Programs

Job summary

Percepta is seeking an Escalation Support Specialist to troubleshoot complex connected vehicle issues and act as a point of escalation for customers. The role is hybrid, based in Allen Park, MI, and involves collaboration with engineering, product, and partner teams.

You’ll use OTA updates and digital platforms to enhance vehicle functionality, analyze trends, and drive resilient service delivery. A strong technical background and customer empathy are essential.

Qualifications

• High school diploma or GED required; automotive/tech education preferred.
• 3+ years in engineering or technical support, customer-facing.
• Proficient with help desk platforms and CRM systems like Dynamics or Salesforce.
• Familiar with incident/problem management tools (Jira, ServiceNow, BMC).

Responsibilities

• Provide expert-level technical assistance for escalated issues within SLAs.
• Diagnose hardware and software problems in connected vehicle services.
• Use OTA data to identify issues before they affect customers.
• Analyze support trends and contribute to KPI reports.
• Coordinate with internal and external partners and maintain clear communication.
• Manage end-to-end case flow and contribute to knowledge base documentation.

Skills

Technical troubleshooting

Customer escalation

Help desk platforms

Remote support tools

CRM systems

Education

High school diploma or GED

Tools

Jira

ServiceNow

BMC

Microsoft Dynamics

Salesforce

Job description

Percepta is seeking an Escalation Support Specialist to troubleshoot complex connected vehicle issues and act as a point of escalation for customers. The role is hybrid, based in Allen Park, MI, and involves collaboration with engineering, product, and partner teams.

You’ll use OTA updates and digital platforms to enhance vehicle functionality, analyze trends, and drive resilient service delivery. A strong technical background and customer empathy are essential.