Field Technical Support Engineer, Energy

The Field Technical Support team serves as an escalation point for our Field Service Technicians who service residential Tesla energy products and provide direct support to VIP customers. We strive to provide the best end-customer experience possible, and we are an end point for determining next steps and solutions for many situations to streamline the Field Service response.
Field Support Engineers offer real-time diagnostics and solutions for trained on-site technicians during troubleshooting and repair of Tesla's residential solar, storage and home charging energy products. This team utilizes expert-level product knowledge in combination with many advanced tools to navigate and solve escalations of all complexities and collaborates with other engineering teams on trending issues and root cause analysis.
With your contributions and through collaboration with some of the most talented people in the world at Tesla, there's a lot to accomplish here!
This role may sit out of the following locations: Bay Area, CA; Austin, TX; Henderson, NV; Buffalo, NY

Responsibilities

• Obtain in-depth knowledge of Tesla's residential solar, storage and home charging energy products
• Provide real-time assistance to on-site Technicians via chat support
• Read and understand single-line design diagrams as they pertain to energy system installations
• Review various software logs and data telemetry in proprietary applications
• Remotely connect to Tesla systems to access real-time data and resolve operational issues
• Identify trending issues, collect information and report findings to leadership and engineering teams
• Submit interaction-based feedback as-needed to strengthen relationships and processes

Requirements

• Bachelor's Degree in a technical, engineering or computer science field preferred, or equivalent experience
• At least 2 years of experience in a business-to-business support position preferred
• Understanding of electrical theory and experience with emphasis on AC/DC power systems or other electronic systems, devices and components
• Experience troubleshooting metering and communications issues
• Good understanding of TCP/IP networking concepts, and practical experience with home network construction and troubleshooting particularly wireless technologies
• Ability to independently make decisions and solve problems with limited direction
• Experience and understanding of technical support and engineering environments

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