Technical Support Engineer, Residential Tier 2

The Residential Tier 2 team use critical thinking and product knowledge to provide engineer-level support for Tesla's solar, storage, and home charging products. A primary focus of this role is to support to internal technical, engineering, and field service teams by case management platforms, email, and chat platforms. Concerns and projects that find their way to Tier 2 range from medium to high complexity, requiring substantial knowledge, thought and creativity to solve.

This role is for experienced engineering-minded individuals who find great satisfaction in learning and overcoming technically challenging situations. Candidates for this role will become true subject matter experts in all areas and products related to Residential Tier 2 scope of work. An expectation for this role is to identify process and system efficiency gaps or opportunities in the technical support organization. Candidates will be responsible to propose creative and impactful ideas or initiatives in a structured, organized way to improve the technical support organization. In addition to supporting escalations, the ideal candidate will act as a liaison and/ or initial project manager to communicate needs for these projects to the appropriate parties.

This is an exciting, fast-paced and rewarding role, and a fantastic opportunity to dig deep into Tesla's innovative energy transformation products while collaborating with some of the most talented people in the world!

This role may sit out of Buffalo, NY or Henderson, NV.

Responsibilities

• Follow best practices working through group-based ticketing queues and live chat help requests in case handling, follow-up, and documenting interactions or and work performed with great detail
• Understand and troubleshoot proprietary power electronics systems, their supporting components, and software logs
• Read and understand single-line diagrams as they pertain to PV and storage systems as well as load and meter component placement
• Utilize command line interface to connect to devices, download logs and edit text files (Linux, SSH, SCP, VI)
• Collaborate with engineering teams to assist in root cause analysis (RCA) efforts
• Identify trending issues, collect information and report findings to leadership and engineering teams
• Identify process and knowledge gaps and submit feedback that leads to better training and resources

Requirements

• Bachelor's Degree in a Technical, Engineering or Computer Science field or equivalent experience, or a minimum of 5+ years experience in a Tier 2 or Technical Support Engineer role, or equivalent experience
• Understanding of electrical theory (e.g., metering, energy flow, power factor, and phase rotation) with emphasis on AC/DC power systems or other electronic systems, devices and components
• Strong knowledge of OSI and TCP/IP networking concepts with practical experience in troubleshooting networking equipment and configurations.
• Experience using Linux, SSH, or other terminal/command line interface for various tasks
• Experience and understanding of customer service, technical support, and engineering environments
• Ability to independently make decisions, prioritize workflows according to multiple criteria, and solve problems with limited direction
• Structured and professional written and verbal interpersonal communication skills

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