📍 Job Overview

Job Title: Technical Support Specialist – Service Operations
Company: Pebble
Location: Fremont, CA
Job Type: On-site
Category: Customer Support & Service
Date Posted: 2025-06-18
Experience Level: 2-5 years

🚀 Role Summary

Serve as the front line of support for Pebble customers, delivering a high-touch, technically-informed experience through phone, email, and text.
Troubleshoot technical issues, coordinate service appointments, and ensure timely and efficient resolutions.
Collaborate with cross-functional teams to drive improvements and contribute to customer support content.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to work effectively with various teams to ensure customer satisfaction and drive continuous improvement.

💻 Primary Responsibilities

Customer Interaction: Respond to a high volume of customer inquiries across phone, email, and text with professionalism and empathy.
Issue Resolution: Diagnose and troubleshoot technical issues, clearly explaining solutions in customer-friendly terms.
Service Coordination: Schedule and coordinate service appointments, serving as a liaison between customers and service technicians.
Record Keeping: Log customer interactions and issue resolutions in Pebble’s support systems.
Process Improvement: Identify recurring issues and share insights with relevant teams to drive improvements.
Content Contribution: Contribute to customer support content such as FAQs, troubleshooting guides, and service updates.

📝 Enhancement Note: This role requires a proactive approach to customer support, with a focus on anticipating customer needs and driving improvements to enhance the overall customer experience.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: 2-5 years of technical support experience, preferably in the automotive or EV industry.

Required Skills:

Proven ability to manage and prioritize a high volume of inbound support inquiries.
Strong verbal and written communication skills with the ability to translate technical concepts into clear, customer-friendly language.
Experience scheduling service and working cross-functionally with service and engineering teams.
Familiarity with customer support tools (Netsuite, JIRA, etc.) and service scheduling systems.

Preferred Skills:

Experience in EV servicing or support operations.
Knowledge of electrical systems, powertrains, or connected vehicle platforms.
Passion for sustainability, clean energy, and innovative mobility solutions.

📝 Enhancement Note: Candidates with experience in the EV industry and a passion for sustainability are strongly encouraged to apply, as their unique perspective and expertise can significantly contribute to Pebble's mission.

📊 Web Portfolio & Project Requirements (Not Applicable)

💵 Compensation & Benefits

Salary Range: $102,000 - $130,000 USD per year

Benefits:

Healthcare
Dental
Vision
401k
Paid Time Off

Working Hours: Full-time, with flexibility to occasionally support outside of normal business hours as needed.

📝 Enhancement Note: The salary range provided is based on market research for similar roles in the Fremont, CA area. The actual salary may vary depending on the candidate's experience and qualifications.

🎯 Team & Company Context

Company Culture: Pebble is a sustainable living startup defining a new way to live, work, and explore from anywhere with a 100% electric, hassle-free RV trailer. The company combines electrification with cutting-edge automotive technology to create a travel trailer experience that removes the hassles RV trailer owners have struggled with for decades.

Team Structure: The Technical Support Specialist – Service Operations will work closely with the Customer Support, Service, Engineering, and Product teams to ensure customer satisfaction and drive continuous improvement.

Development Methodology: Pebble follows a customer-centric approach, continuously gathering feedback and using it to improve products and services. The company values collaboration, innovation, and a passion for sustainability.

Company Website: Pebble

📝 Enhancement Note: Pebble's focus on sustainability and innovative mobility solutions creates a unique and exciting work environment for candidates passionate about making a positive impact on the world.

📈 Career & Growth Analysis

Role Level: This role is an entry to mid-level position within the Customer Support & Service department. The Technical Support Specialist – Service Operations will have the opportunity to grow within the company as Pebble expands its product offerings and customer base.

Reporting Structure: This role reports directly to the Customer Support Manager and works closely with cross-functional teams, including Service, Engineering, and Product.

Technical Impact: The Technical Support Specialist – Service Operations plays a critical role in ensuring customer satisfaction and driving product improvements by identifying recurring issues and sharing insights with relevant teams.

Growth Opportunities:

Promotion: Proven success in this role may lead to opportunities for advancement within the Customer Support & Service department or other areas of the company.
Skill Development: Working closely with cross-functional teams will provide opportunities to learn about various aspects of the business and develop new skills.
Leadership: As the company grows, there may be opportunities to take on leadership roles within the Customer Support & Service department or other areas of the business.

📝 Enhancement Note: Pebble's focus on growth and innovation creates ample opportunities for employees to develop their skills and advance their careers within the company.

🌐 Work Environment

Office Type: Pebble's office is a collaborative and innovative workspace designed to foster creativity and teamwork.

Office Location(s): Fremont, CA

Workspace Context:

Collaboration: The office features open workspaces that encourage collaboration and communication among team members.
Tools & Equipment: Employees have access to the latest tools and equipment to perform their jobs effectively.
Flexibility: The work environment is designed to accommodate the needs of employees, with flexible work arrangements and remote work options available.

Work Schedule: Full-time, with flexibility to occasionally support outside of normal business hours as needed.

📝 Enhancement Note: Pebble's focus on collaboration and innovation creates a dynamic and engaging work environment for employees, with opportunities for growth and development.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and fit for the role.
Technical Assessment: A hands-on assessment to evaluate troubleshooting skills and understanding of technical concepts.
Behavioral Interview: A discussion-focused interview to assess problem-solving skills, customer focus, and cultural fit.
Final Interview: A meeting with key stakeholders to discuss the candidate's fit for the role and the company.

Portfolio Review Tips: (Not Applicable)

Technical Challenge Preparation:

Troubleshooting: Brush up on troubleshooting skills and be prepared to explain technical concepts in customer-friendly terms.
Problem-Solving: Practice problem-solving scenarios to demonstrate your ability to think critically and find creative solutions.
Communication: Prepare examples of how you have effectively communicated technical information to non-technical stakeholders.

ATS Keywords:

Technical Support
Customer Service
Troubleshooting
Communication
Service Coordination
Problem Solving
Team Collaboration
Customer Support Tools
Scheduling
Empathy
Proactive Mindset
Flexibility
Electrical Systems Knowledge
Passion for Sustainability
Innovative Mobility Solutions

📝 Enhancement Note: Familiarize yourself with Pebble's mission and values, as well as the unique challenges and opportunities presented by the EV industry, to demonstrate your enthusiasm and fit for the role during the interview process.

🛠 Technology Stack & Web Infrastructure (Not Applicable)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Pebble prioritizes customer satisfaction and strives to create a seamless and enjoyable ownership experience.
Empathy: The company values employees who can empathize with customers and understand their needs and concerns.
Proactivity: Pebble encourages employees to take a proactive approach to customer support, anticipating customer needs and driving improvements.
Continuous Learning: The company values employees who are committed to learning and growing within their roles.

Collaboration Style:

Cross-Functional Collaboration: The Technical Support Specialist – Service Operations will work closely with cross-functional teams, including Service, Engineering, and Product, to drive improvements and enhance the customer experience.
Knowledge Sharing: Pebble encourages employees to share their knowledge and expertise with one another to foster a culture of continuous learning and improvement.
Teamwork: The company values employees who are team players and contribute to a positive and collaborative work environment.

📝 Enhancement Note: Pebble's focus on customer support, collaboration, and continuous learning creates a dynamic and engaging work environment for employees, with opportunities for growth and development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Issue Resolution: Troubleshooting complex technical issues and explaining solutions in customer-friendly terms.
Volume Management: Managing and prioritizing a high volume of inbound support inquiries.
Process Improvement: Identifying recurring issues and driving improvements to enhance the customer experience.

Learning & Development Opportunities:

Skill Development: Working closely with cross-functional teams will provide opportunities to learn about various aspects of the business and develop new skills.
Conferences & Training: Pebble offers opportunities for employees to attend industry conferences and participate in training programs to further their professional development.
Mentorship: The company offers mentorship programs to help employees grow within their roles and advance their careers.

📝 Enhancement Note: Pebble's focus on growth and innovation creates ample opportunities for employees to develop their skills and advance their careers within the company.

💡 Interview Preparation

Technical Questions:

Troubleshooting: Be prepared to discuss your approach to troubleshooting technical issues and explaining solutions in customer-friendly terms.
Problem-Solving: Prepare examples of how you have solved complex problems in previous roles.
Customer Focus: Demonstrate your understanding of Pebble's customer-centric approach and how you would apply it in this role.

Company & Culture Questions:

Company Mission: Be prepared to discuss Pebble's mission and how your role contributes to it.
Industry Trends: Demonstrate your understanding of the EV industry and the unique challenges and opportunities it presents.
Company Values: Prepare examples of how you embody Pebble's values in your work and personal life.

Portfolio Presentation Strategy: (Not Applicable)

📝 Enhancement Note: Familiarize yourself with Pebble's mission, values, and the unique challenges and opportunities presented by the EV industry to demonstrate your enthusiasm and fit for the role during the interview process.

📌 Application Steps

To apply for this Technical Support Specialist – Service Operations position:

Submit your application through the application link.
Prepare examples of how you have effectively communicated technical information to non-technical stakeholders in previous roles.
Research Pebble's mission, values, and the unique challenges and opportunities presented by the EV industry to demonstrate your enthusiasm and fit for the role.
Practice problem-solving scenarios to demonstrate your ability to think critically and find creative solutions.
Prepare for the phone screen, technical assessment, behavioral interview, and final interview by reviewing the job description and company information.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist – Service Operations