Job Description

Locations

• Henderson, Nevada, United States

Salary

Skills Required

• proficiency in Linux, SSH, or other terminal/command line interfaceintermediate
• experience with troubleshooting networking equipment and configurationsintermediate
• knowledge of OSI and TCP/IP networking conceptsintermediate
• understanding of electrical theory (e.g., metering, energy flow, power factor, and phase rotation) with emphasis on AC/DC power systemsintermediate
• experience using Linux, SSH, or other terminal/command line interface for various tasksintermediate
• experience and understanding of customer service, technical support, and engineering environmentsintermediate
• ability to independently make decisions, prioritize workflows according to multiple criteria, and solve problems with limited directionintermediate
• structured and professional written and verbal interpersonal communication skillsintermediate
• follow best practices working through group-based ticketing queues and live chat help requestsintermediate
• understand and troubleshoot proprietary power electronics systems, their supporting components, and software logsintermediate
• read and understand single-line diagrams as they pertain to PV and storage systems as well as load and meter component placementintermediate
• utilize command line interface to connect to devices, download logs and edit text files (Linux, SSH, SCP, VI)intermediate
• collaborate with engineering teams to assist in root cause analysis (RCA) effortsintermediate
• identify trending issues, collect information and report findings to leadership and engineering teamsintermediate
• identify process and knowledge gaps and submit feedback that leads to better training and resourcesintermediate

Required Qualifications

• 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 (experience, 5 years)
• 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 (experience)
• Strong knowledge of OSI and TCP/IP networking concepts with practical experience in troubleshooting networking equipment and configurations. (experience)
• Experience using Linux, SSH, or other terminal/command line interface for various tasks (experience)
• Experience and understanding of customer service, technical support, and engineering environments (experience)
• Ability to independently make decisions, prioritize workflows according to multiple criteria, and solve problems with limited direction (experience)
• Structured and professional written and verbal interpersonal communication skills (experience)
• Follow best practices working through group-based ticketing queues and live chat help requests in case handling, follow-up, and documenting interactions or and work performed with great detail (experience)
• Understand and troubleshoot proprietary power electronics systems, their supporting components, and software logs (experience)
• Read and understand single-line diagrams as they pertain to PV and storage systems as well as load and meter component placement (experience)
• Utilize command line interface to connect to devices, download logs and edit text files (Linux, SSH, SCP, VI) (experience)
• Collaborate with engineering teams to assist in root cause analysis (RCA) efforts (experience)
• Identify trending issues, collect information and report findings to leadership and engineering teams (experience)
• Identify process and knowledge gaps and submit feedback that leads to better training and resources (experience)

Responsibilities

• support to internal technical, engineering, and field service teams by case management platforms, email, and chat platforms.
• supporting escalations
• act as a liaison and/ or initial project manager to communicate needs for these projects to the appropriate parties.
• identify process and system efficiency gaps or opportunities in the technical support organization.
• propose creative and impactful ideas or initiatives in a structured, organized way to improve the technical support organization.

Benefits

• general: Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
• general: Family-building, fertility, adoption and surrogacy benefits
• general: Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• general: Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• general: Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• general: 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• general: Company paid Basic Life, AD&D, short-term and long-term disability insurance
• general: Employee Assistance Program
• general: Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• general: Back-up childcare and parenting support resources
• general: Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• general: Weight Loss and Tobacco Cessation Programs
• general: Tesla Babies program
• general: Commuter benefits
• general: Employee discounts and perks program

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