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Technical Support Engineer - Supercharger

Company

Tesla
Address , Buffalo, 14220
Employment type FULL_TIME
Salary
Expires 2023-09-09
Posted at 9 months ago
Job Description
What to Expect

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
  • Respond to alerts in a highly time sensitive manner to maximize customer experience
  • Heavily collaborate with internal teams to find solutions for inquiries
  • Retrieve and review remote system logs with proprietary tools for effective diagnostics
  • Communicate with external service teams to coordinate site visits
  • Provide technical expertise and guidance to our commercial Field Service Technicians
  • Collect service notes via email and maintain records in service tickets
  • Dispatch Field Service Technicians for site visits
  • Utilize Linux to establish SSH connections with proprietary systems around the world
  • Collaborate with global technical teams on daily basis especially during end of shift to ensure proper handoff
  • Manage group and personal queues of service tickets pending action
  • Write and modify SQL queries to troubleshoot, monitor critical statistics, and generate reports
  • Contribute feedback for improvements in Tesla’s service and monitoring platforms
  • Remotely troubleshoot complex hardware and operational issues with power conversion systems, computers, cabinets and more
What You’ll Bring
  • Basic to advanced SQL knowledge is a plus
  • Foreign language proficiency is a plus
  • Patience and the ability to instruct and inform during the course of troubleshooting
  • Bachelor's degree in a technical or science field, or Electrical engineering, Physics, Computer Science, or another relevant field preferred
  • Knowledge of VIM is a plus
  • 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
  • Understanding of commercial electrical metering, energy flow, power factor, and phase rotation
  • Positive and energetic communication skills, strong writing skills, grammatical genius
  • Proficient in Linux
  • Experience with CRM systems, mobile case/ticketing systems, and bug-tracking systems
  • Flexible availability to work any shift (Day, Weekends, Night etc.)
  • Reliable internet connection and a quiet workspace free of disruptions
  • Ability to prioritize workflows effectively according to multiple criteria
  • Proven track record of adapting in a fast-paced, detail-oriented environment
  • Understanding of electrical theory and experience with emphasis on AC/DC power systems or other electronic systems, devices or components
  • Proficient with standard corporate productivity tools (email, voicemail, MS Office, internet navigation, CRM applications)