Support Engineering Technician

Job description

Description

Position:Support Engineering Technician
Location:San Mateo
Reports to:Associate Manager, Support

Job Description:

The Support Engineering Technician provides tier 2.5 support to all Tesla Energy Products. This primarily involves supporting Tesla’s Customer Technical Support and Field Services teams by handling escalations, creating training content, and problem managing system product quality and process issues. The Support Engineering Technician is also responsible for contacting Tesla customers directly to troubleshoot difficult problems. The products supported currently include proprietary wireless monitoring system, photovoltaic systems, battery systems, superchargers and home consumption monitoring meters.

Responsibilities include:

Handling escalations from various Tesla departments
Dispatching Field Service Technicians to correct issues
Fielding support calls from Field Service Technicians via a hotline
Creating training content for Tesla’s Field Service and Customer Technical Support teams
Problem managing systemic product and process issues
Follow best practices in case handling, customer follow-up, and documenting interactions and work performed in our customer database.
Contribute to improvements in our customer service and monitoring platforms.

The ideal candidate will have the following skills and qualifications:

Enthusiasm for green technology, in particular solar and energy conservation technologies.
Experience in a customer service environment.
Outstanding written and verbal communication skills.
Strong understanding of TCP/IP networking concepts, and practical experience with home network construction and troubleshooting, particularly wireless technologies.
Understanding of a technical support environment and processes, including ability to document case histories clearly, accurately and with detail. Ability to prioritize workflows effectively according to multiple criteria. Experience with CRM systems, mobile case/ticketing systems, bug tracking systems.
Personal skills suitable for frequent direct contact with non-technical customers in technical troubleshooting scenarios. A positive, friendly manner on the phone and in writing is essential, as well as patience and the ability to instruct and inform during the course of troubleshooting.
Ability to independently make decisions and solve problems with limited direction.
Proficiency with productivity, documentation and database tools (MS Office, Mediawiki, MS SQL) is valuable; experience with web development and general programming ability is a plus.
Understanding of electrical theory and experience with emphasis on DC power systems or other electronic systems/devices/components.
Bachelor's degree in a technical or science field, or Associates degree in Electrical (or other) Engineering, Physics, Computer Science, or other relevant field.
Foreign language proficiency a plus.

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