Field Support Engineer

Our Mission SPAN is enabling electrification for all ⚡We are a mission-driven company designing, building, and deploying products that electrify the built environment, reduce carbon emissions, and slow the effects of climate change.Decarbonization is the process to reduce or remove greenhouse gas emissions, especially carbon dioxide, from entering our atmosphere.Electrification is the process of replacing fossil fuel appliances that run on gas or oil with all-electric upgrades for a cleaner way to power our lives.At SPAN, We Believe InEnabling homes and vehicles powered by clean energyMaking electrification upgrades possibleBuilding more resilient homes with reliable backupDesigning a flexible and distributed electrical gridThe RoleWant to save the world from climate change? And to ride in with a superhero cape to solve tricky customer issues? If you love the adventure of working for a fast-paced startup and enjoy solving new challenges each day, look no further. SPAN is hiring a 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.ResponsibilitiesTroubleshooting and customer serviceRespond within the agreed upon timeframe (SLA) to issues escalated from Tier 1 and 2 and to responses from customersShepherd 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 issuesParticipate in feedback loops (e.g. retrospectives) with Engineering and Customer SupportUse non GUI product access paths and tools (SSH, CLI) for higher level troubleshootingCreate and run basic scripts and light coding for queries into the product and various databasesUsing a systems mindset, mine data and coalesce multiple site issues into one coherent problem statementBuild deep technical knowledge of our products and continuously deepen your own technical skillsDocument and teach what you know to fellow Service EngineersEmbrace 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 SOPsContribute to the build out of out our library of troubleshooting documentationCoordinate with your teammates to ensure we hit our coverage targetsEnsure clean handoffs between shifts through clear notes, and strict process adherenceAbout YouRequired QualificationsYou…Have 2+ years of experience as a service engineer, product support engineer, or similar roleHave experience working within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.)Have experience troubleshooting networking issues and/or IoT devicesHave experience working in Linux systemsHave experience with SQL and command line interfacesAre an excellent problem solver and possess a demonstrated ability to solve complex technical problems with a sense of urgencyEasily 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 workEnjoy being a generalist and having your hands in a bit of everythingBring an entrepreneurial spirit and a love of problem solving to every challenge you encounterAre 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 escalationAre a strong communicator, both written and verballyHave a continuous improvement mindsetAre a voracious learner on all subjects and enjoy knowing a little bit about a lot of thingsAre very scrappy and have a knack for excelling in complex and ambiguous situationsAre willing and able to be based in our San Francisco office at least 3 days a weekBonus QualificationsYou have…Have worked previously in Zendesk and/or SalesforceTechnical troubleshooting experience with software and hardware productsExperience troubleshooting networking equipment/connected devicesAn 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 SPANHeadquartered 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 offInterested in joining our team? Apply today and we’ll be in touch with the next steps!