Service Engineer

The role

You will act as a Tier 3 escalation point for technical product issues and manage field service dispatches. You will coordinate with installers, homeowners, and engineering teams to resolve complex problems.

What you will do

• Respond to issues escalated from Tier 1 and 2 within agreed timeframes
• Shepherd issues through to resolution by coordinating with support, engineering, customers, and installers
• Collaborate with teammates on challenging troubleshooting issues
• Participate in feedback loops with Engineering and Customer Support
• Use non GUI product access paths and tools like SSH and CLI
• Create and run basic scripts and light coding for queries
• Mine data to coalesce multiple site issues into one problem statement
• Build deep technical knowledge of products
• Document and teach knowledge to fellow Service Engineers
• Contribute to the build out of troubleshooting documentation

Required qualifications

• 2+ years of experience as a service engineer, product support engineer, or similar role
• Experience working within a ticketing tool (e.g., Zendesk, JIRA, Salesforce, etc.)
• Experience troubleshooting networking issues and/or IoT devices
• Experience working in Linux systems
• Experience with SQL and command line interfaces
• Ability to solve complex technical problems with a sense of urgency
• Ability to adapt communication for different audiences
• Willing and able to be based in our San Francisco office at least 3 days a week

Nice to have

• Worked previously in Zendesk and/or Salesforce
• Technical troubleshooting experience with software and hardware products
• Experience troubleshooting networking equipment/connected devices
• An understanding of solar, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or electric vehicle service equipment (EVSE)
• Experience with databases and creating software tools for automated analysis (SQL, python)

Benefits

• Competitive compensation + equity grants
• 100% employee premiums for base plans on medical, dental, vision
• Options for additional coverage
• Parental leave up to twenty four (24) weeks depending on eligibility
• Office space located near BART and Caltrain
• Employee Resource Groups
• Monthly social events
• SPANcakes recognition breakfast
• Lunch and learns
• Flexible hours
• One holiday per month
• Flexible time off

About the company

SPAN is a mission-driven company designing, building, and deploying products that electrify the built environment to reduce carbon emissions. The company is headquartered in San Francisco's SoMa neighborhood.