Sr. Support Engineer, Customer Support & Claims

We are looking for a highly motivated application support engineer to join the Service Software team. You will join a small, expert team that supports the operational health of the systems that power our service centers, collision centers, and insurance claims processing. The ideal candidate will have a good balance of building relationships with users, solving technical problems, and knowledge of enterprise-level systems (Insurance claims, CRM and service management tools). Our team runs 24x7, in tandem with the service facilities we support, and you will be needed on an on-call rotation.

Responsibilities

• Understand and own the end-to-end integration of service and insurance claims applications
• Work directly with software developers and users on the production floor to understand issues and provide solutions in real-time
• Work through tickets received from claims adjusters, service technicians etc.
• Create workarounds for issues that require immediate solutions if a permanent one is not immediately available
• Document troubleshooting guides and provide training to users so that they are empowered to resolve issues on their own
• Setup automation and monitoring systems to optimize utilization of service software
• Work as an incident commander of production critical calls that require coordination between cross-functional teams

Requirements

• Degree in an engineering field or equivalent experience
• Must be willing to work on a 4-day 10hr shift, including the potential for night shifts
• +4 years of support engineering experience with a working knowledge of SQL
• +2 years of experience with Python, Go or other software development language
• +2 years of experience with monitoring tools like Prometheus, Grafana, Splunk
• Must be able to understand integrated systems and their dependencies
• Excellent interpersonal skills, energetic and a self-starter
• Strong organizational skills along with demonstrated ability to manage multiple tasks simultaneously
• Demonstrated ability to meet deadlines and commitments
• Individual must be well versed in all Microsoft Applications (Excel, Word, PowerPoint)

Compensation and Benefits
Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D, short-term and long-term disability insurance
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program
Expected Compensation
$164,480 - $246,720/annual salary + cash and stock awards + benefitsPay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.