IT User Engagement & Support Lead

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.

As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

We’re transforming how IT support works at Rivian — and how it feels. We’re building a high-trust, high-skill support experience that reflects our values and deepens our connection to the business.

As the IT Support Experience Lead, you’ll play a key role in that transformation. You’ll lead through influence, example, and process ownership. Your primary focus will be on shaping user experience, building smart support practices, and partnering with business leaders to improve and refine our support offerings

This role is part tech lead, part process designer, part user advocate. It’s perfect for someone who loves helping teams work smarter, not just harder — and wants to define what excellent support looks like.

• Design and refine core support practices across the IT support org — including walk-up support, remote support, chat, phone, and defining the support channels themselves .

• Champion great user experiences, helping ensure support interactions are timely, empathetic, and aligned with our culture.

• Engage with business partners and site leaders to understand needs, gather feedback, and help tailor support services to local contexts.

• Set the tone for how we show up in support — coaching team members informally, modeling great communication, and helping others level up.

• Evaluate and tune potential AI solutions to make sure the user experience meets our standards. Then, work to integrate them into our support practices.

• Own the playbook for first-line support practices: common workflows, shared tools, and self-service alignment.

• Contribute to documentation and knowledge base development, improving both internal efficiency and user-facing resources.

• Collaborate across regions, ensuring consistency and sharing improvements with other support leads and teams.

• Stay close to the front lines, periodically participating in walk-up and remote support interactions to stay grounded and guide improvements.

• Deep experience in IT support or service delivery roles, with a strong focus on user interaction and workflow design.

• Excellent communication skills — written, verbal, and especially in platforms like Slack, chat, or live walk-up support.

• Experience designing or improving support environments (Call Center, Walk-Up, Virtual, etc)

• Familiarity with ITSM platforms and knowledge base systems.

• Passion for team coaching, quality, and elevating user trust in IT.

• A process-oriented mindset and the ability to turn informal workflows into repeatable, scalable practices.

• Experience engaging directly with business users and stakeholders to align support models with real-world needs.

• Ability to lead by example and influence peers, even without direct authority.

• Strong troubleshooting instincts, with working knowledge of Windows, Mac, and tools like Google Workspace and endpoint support platforms.

• Curiosity, empathy, and a desire to improve both systems and relationships.

Salary Range/Hourly Rate for MI Based Applicants: $33.88 - $47.91 (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premium

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [email protected] .

Candidate Data Privacy

Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services.

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.

Please note that we are currently not accepting applications from third party application services.