Tesla
Overview
Technical Support Engineer, Residential Tier 2 is a role that provides engineer-level support for Tesla’s solar, storage, and home charging products. The team supports internal technical, engineering, and field service teams by case management platforms, email, and chat platforms. The role handles medium to high complexity concerns and projects requiring substantial knowledge, thought, and creativity to solve. This role is for engineering-minded individuals who aim to become true subject matter experts in all areas and products related to Residential Tier 2. An expectation is to identify process and system efficiency gaps or opportunities in the technical support organization and to propose creative and impactful ideas or initiatives to improve the organization. The ideal candidate may act as a liaison and/or initial project manager to communicate needs for projects to the appropriate parties. This role may sit out of Buffalo, NY or Henderson, NV. What You'll Do
Follow best practices working through group-based ticketing queues and live chat help requests in case handling, follow-up, and documenting interactions or 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 What You'll Bring
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 Benefits
Compensation and 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 with 2 medical plan options and $0 payroll deduction Family-building, fertility, adoption and surrogacy benefits Dental (including orthodontic coverage) and vision plans, both with options with a $0 paycheck contribution Company Paid 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 including 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
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Technical Support Engineer, Residential Tier 2 is a role that provides engineer-level support for Tesla’s solar, storage, and home charging products. The team supports internal technical, engineering, and field service teams by case management platforms, email, and chat platforms. The role handles medium to high complexity concerns and projects requiring substantial knowledge, thought, and creativity to solve. This role is for engineering-minded individuals who aim to become true subject matter experts in all areas and products related to Residential Tier 2. An expectation is to identify process and system efficiency gaps or opportunities in the technical support organization and to propose creative and impactful ideas or initiatives to improve the organization. The ideal candidate may act as a liaison and/or initial project manager to communicate needs for projects to the appropriate parties. This role may sit out of Buffalo, NY or Henderson, NV. What You'll Do
Follow best practices working through group-based ticketing queues and live chat help requests in case handling, follow-up, and documenting interactions or 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 What You'll Bring
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 Benefits
Compensation and 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 with 2 medical plan options and $0 payroll deduction Family-building, fertility, adoption and surrogacy benefits Dental (including orthodontic coverage) and vision plans, both with options with a $0 paycheck contribution Company Paid 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 including 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
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