Your objective is to deliver excellent service to our technically-minded installers and our non-technical homeowner customers. You will need to be a strong partner to customer support and a bridge to various engineering teams all while driving technically challenging issues to resolution with a strong sense of urgency. A SPAN Service Engineer is patient, has a generalist’s mindset, and is an excellent technical problem solver.
RESPONSIBILITIES
TROUBLESHOOTING AND CUSTOMER SERVICE
Respond within the agreed upon timeframe (SLA) to issues escalated from Tier 1 and 2 and to responses from customers
Shepherd issues through to resolution with a sense of urgency, coordinating with all the necessary partners, including support, engineering, customers, and installers.
Collaborate with teammates on handling challenging troubleshooting issues
Participate in feedback loops (e.g. retrospectives) with Engineering and Customer Support
Use non GUI product access paths and tools (SSH, CLI) for higher level troubleshooting
Create and run basic scripts and light coding for queries into the product and various databases
Using a systems mindset, mine data and coalesce multiple site issues into one coherent problem statement
Build deep technical knowledge of our products and continuously deepen your own technical skills
Document and teach what you know to fellow Service Engineers
Embrace a continuous improvement mindset and suggest ways for the team to improve. This might mean suggesting new features for our internal troubleshooting tools, improvements to our core products, or changes to our SOPs
Contribute to the build out of out our library of troubleshooting documentation
Coordinate with your teammates to ensure we hit our coverage targets
Ensure clean handoffs between shifts through clear notes, and strict process adherence
ABOUT YOU
REQUIRED QUALIFICATIONS
You…
Have 2+ years of experience as a service engineer, product support engineer, or similar role
Have experience working within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.)
Have experience troubleshooting networking issues and/or IoT devices
Have experience working in Linux systems
Have experience with SQL and command line interfaces
Are an excellent problem solver and possess a demonstrated ability to solve complex technical problems with a sense of urgency
Easily adapt your communication for different audiences (highly technical vs not technical)
Are deeply empathetic, enjoy speaking with customers, and bring a customer orientation to your work
Enjoy being a generalist and having your hands in a bit of everything
Bring an entrepreneurial spirit and a love of problem solving to every challenge you encounter
Are detail oriented, organized, and reliable. You do what you say you’re going to do and understand the importance of being the last point of escalation
Are a strong communicator, both written and verbally
Have a continuous improvement mindset
Are a voracious learner on all subjects and enjoy knowing a little bit about a lot of things
Are very scrappy and have a knack for excelling in complex and ambiguous situations
Are willing and able to be based in our San Francisco office at least 3 days a week
BONUS QUALIFICATIONS
You have…
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)
LIFE AT SPAN
Headquartered in San Francisco’s vibrant SoMa neighborhood, we are an eclectic group of creative thinkers who value open communication, teamwork, and a ‘make it happen’ approach to addressing complex challenges.
SPAN embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.
We’re hiring talented individuals who are driven by success and are passionate about shaping the future of renewable energy. If that sounds like you, we’d love for you to consider joining the rapidly growing team at SPAN.
THE PERKS
⚡ Competitive compensation + equity grants at a well-funded, venture-backed company
⚡ Comprehensive benefits: 100% employee premiums for base plans on medical, dental, vision with options for additional coverage. Parental leave up to twenty four (24) weeks depending on eligibility
⚡ Comfortable, sunny office space located near BART and Caltrain public transit
⚡ Strong focus on team building and company culture: Employee Resource Groups, monthly social events, SPANcakes recognition breakfast, lunch, and learns
⚡ Flexible hours, one holiday per month, and flexible time off
Interested in joining our team? Apply today and we’ll be in touch with the next steps!
