AddressWhat to Expect
What You’ll DoWhat You’ll Bring
The Technical Support Tier 2 team utilizes critical thinking and acquired product knowledge to provide a world class level of support for Tesla Energy products.
This specific role revolves around advanced global support for Tesla’s Supercharger product.
What You’ll Do
- Remotely troubleshoot complex hardware and operational issues with power conversion systems, computers, cabinets and more
- Utilize Linux to establish SSH connections with proprietary systems around the world
- Write and modify SQL queries to troubleshoot, monitor critical statistics, and generate reports
- Retrieve and review remote system logs with proprietary tools for effective diagnostics
- Manage group and personal queues of service tickets pending action
- Communicate with external service teams to coordinate site visits
- Collect service notes via email and maintain records in service tickets
- Heavily collaborate with internal teams to find solutions for inquiries
- Dispatch Field Service Technicians for site visits
Provide technical expertise and guidance to our commercial Field Service Technicians- Contribute feedback for improvements in Tesla’s service and monitoring platforms
- Understanding of commercial electrical metering, energy flow, power factor, and phase rotation
- Understanding of electrical theory and experience with emphasis on AC/DC power systems or other electronic systems, devices or components
Experience with CRM systems, mobile case/ticketing systems, and bug-tracking systems
Patience and the ability to instruct and inform during the course of troubleshooting
Reliable internet connection and a quiet workspace free of disruptions- Flexible availability to work any shift (Day, Weekends, Public Holidays)
Positive and energetic communication skills, strong writing skills, grammatical genius- Proven track record of adapting in a fast-paced, detail-oriented environment
- Ability to collaborate and foster strong working relationships with internal and external stakeholders
- Excellent judgement in solving critical problems, ability to independently make decisions with limited direction
- Ability to prioritize workflows effectively according to multiple criteria
- Proficient with standard corporate productivity tools (email, voicemail, MS Office, internet navigation, CRM applications)
- Proficient in Linux
Knowledge of VIM is a plus- Bachelor's degree in a technical or science field, or Electrical engineering, Physics, Computer Science, or another relevant field
- Foreign language proficiency is a plus
Basic to advanced SQL knowledge is a plus
