Service Engineer

Sitting within SPAN’s Operations group and reporting to our Service Engineering Manager, you will join a team of fellow Service Engineers. The Service Engineering team has two charters. One is to be the Tier 3 escalation point for our Tier 1 and 2 customer support team for resolving technically complex product issues in the field. The second is to manage our field service dispatches by coordinating with installers and homeowners.

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!