Technical Support Engineer - Supercharger
The Role 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.
Responsibilities Remotely troubleshoot complex hardware and operational issues with power conversion systems, computers, cabinets and more Respond to alerts in a highly time sensitive manner to maximize customer experience Collaborate with global technical teams on daily basis especially during end of shift to ensure proper handoff 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 Requirements 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, Night etc.
) 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 preferred Foreign language proficiency is a plus Basic to advanced SQL knowledge is a plus Compensation and Benefits 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 > 2 medical plan options with $0 payroll deduction Family-building, fertility, adoption and surrogacy benefits Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA Healthcare and Dependent Care Flexible Spending Accounts (FSA) LGBTQ
care concierge services 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 to include:
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 Recommended Skills Adaptability Attention To Detail Communication Customer Experience Customer Relationship Management Diagnostic Skills Estimated Salary: $20 to $28 per hour based on qualifications.
This specific role revolves around advanced global support for Tesla's Supercharger product.
Responsibilities Remotely troubleshoot complex hardware and operational issues with power conversion systems, computers, cabinets and more Respond to alerts in a highly time sensitive manner to maximize customer experience Collaborate with global technical teams on daily basis especially during end of shift to ensure proper handoff 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 Requirements 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, Night etc.
) 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 preferred Foreign language proficiency is a plus Basic to advanced SQL knowledge is a plus Compensation and Benefits 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 > 2 medical plan options with $0 payroll deduction Family-building, fertility, adoption and surrogacy benefits Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA Healthcare and Dependent Care Flexible Spending Accounts (FSA) LGBTQ
care concierge services 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 to include:
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 Recommended Skills Adaptability Attention To Detail Communication Customer Experience Customer Relationship Management Diagnostic Skills Estimated Salary: $20 to $28 per hour based on qualifications.
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