Tesla
Field Technical Support
Tesla, Austin, Texas, us, 78716
The Field Technical Support team serves as an escalation point for our network of Field Service Technicians who service residential Tesla energy products. We strive to empower our technicians to provide the best end-customer experience possible, and we are an end point for determining next steps and solutions for many situations.Field Technical Support Specialists offer real-time diagnostics and solutions for trained on-site technicians during service and maintenance of Tesla's residential solar, storage and home charging energy products. This team utilizes expert-level product knowledge in combination with many advanced tools to navigate and solve escalations of all complexities, and collaborates with other engineering teams on trending issues and root cause analysis.With your contributions and through collaboration with some of the most talented people in the world at Tesla, there's a lot to accomplish here.
Responsibilities
Obtain engineer-level knowledge of Tesla's residential solar, storage and home charging energy productsProvide real-time assistance to on-site channel partners throughout North America via chatExtensively document records of contacts including steps taken for each interactionRead and understand single-line design diagrams as they pertain to energy system installationsReview various software logs and data telemetry in proprietary applicationsRemotely connect to Tesla systems to access real-time data and resolve operational issuesRequirements
Knowledge in 3rd party Solar systems, including Enphase, ABB, Solar Edge, Delta, Digi, and other brandsBachelor's Degree in a Technical, Engineering or Computer Science field, or another relevant field is a plus or equivalent experienceUnderstanding of electrical theory and experience with emphasis on AC/DC power systems or other electronic systems, devices and componentsExperience troubleshooting metering and communications issues involving many variablesFlexible availability to work any shift Mon-Fri 6AM - 6PM (PST)Ability to independently make decisions and solve problems with limited directionExperience and understanding of technical support and engineering environmentsCompensation and BenefitsBenefits
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 deductionFamily-building, fertility, adoption and surrogacy benefitsDental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contributionCompany Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSAHealthcare and Dependent Care Flexible Spending Accounts (FSA)LGBTQ+ care concierge services401(k) with employer match, Employee Stock Purchase Plans, and other financial benefitsCompany paid Basic Life, AD&D, short-term and long-term disability insuranceEmployee Assistance ProgramSick and Vacation time (Flex time for salary positions), and Paid HolidaysBack-up childcare and parenting support resourcesVoluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insuranceWeight Loss and Tobacco Cessation ProgramsTesla Babies programCommuter benefitsEmployee discounts and perks program
Responsibilities
Obtain engineer-level knowledge of Tesla's residential solar, storage and home charging energy productsProvide real-time assistance to on-site channel partners throughout North America via chatExtensively document records of contacts including steps taken for each interactionRead and understand single-line design diagrams as they pertain to energy system installationsReview various software logs and data telemetry in proprietary applicationsRemotely connect to Tesla systems to access real-time data and resolve operational issuesRequirements
Knowledge in 3rd party Solar systems, including Enphase, ABB, Solar Edge, Delta, Digi, and other brandsBachelor's Degree in a Technical, Engineering or Computer Science field, or another relevant field is a plus or equivalent experienceUnderstanding of electrical theory and experience with emphasis on AC/DC power systems or other electronic systems, devices and componentsExperience troubleshooting metering and communications issues involving many variablesFlexible availability to work any shift Mon-Fri 6AM - 6PM (PST)Ability to independently make decisions and solve problems with limited directionExperience and understanding of technical support and engineering environmentsCompensation and BenefitsBenefits
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 deductionFamily-building, fertility, adoption and surrogacy benefitsDental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contributionCompany Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSAHealthcare and Dependent Care Flexible Spending Accounts (FSA)LGBTQ+ care concierge services401(k) with employer match, Employee Stock Purchase Plans, and other financial benefitsCompany paid Basic Life, AD&D, short-term and long-term disability insuranceEmployee Assistance ProgramSick and Vacation time (Flex time for salary positions), and Paid HolidaysBack-up childcare and parenting support resourcesVoluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insuranceWeight Loss and Tobacco Cessation ProgramsTesla Babies programCommuter benefitsEmployee discounts and perks program