The Technical Support Tier 2 team utilizes critical thinking and acquired product knowledge to provide a world class level of support for Tesla Commercial Charging products. The position is available in the following locations: San Jose or Fremont, CA, Austin, TX, Buffalo, NY, and Henderson, NV.
- Retrieve and review remote system logs with proprietary tools to remotely troubleshoot complex hardware and operational issues with power conversion systems, computers, cabinets and more
- Provide technical expertise and guidance to our commercial Field Service Technicians
- Respond to alerts in a highly time sensitive manner to maximize customer experience
- Manage group and personal queues of service tickets pending action
- Collaborate with global technical teams to find solutions for inquiries and to ensure proper handoff
- Utilize Linux to establish SSH connections with proprietary systems around the world
- Contribute feedback for improvements in Tesla's service and monitoring platforms
- Bachelor s Degree in a technical or science field, or Electrical engineering, Physics, Computer Science, or equivalent experience
- Understanding of basic electrical theory and experience with emphasis on AC/DC power systems or other electronic systems, devices or components
- Experience with CRM systems, mobile case/ticketing systems, and bug-tracking systems
- Flexible availability to work any shift (Day, Weekends, Holidays, etc.)
- Proven track record of adapting in a fast-paced, detail-oriented environment
- Excellent judgement in solving critical problems, ability to independently make decisions with limited direction
- Ability to prioritize workflows effectively according to multiple criteria
Benefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
- Medical plans > plan options with $0 payroll deduction
- Family-building, fertility, adoption and surrogacy benefits
- Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
- Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
- Company paid Basic Life, AD&D
- Short-term and long-term disability insurance (90 day waiting period)
- Employee Assistance Program
- Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
- Back-up childcare and parenting support resources
- Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
- Weight Loss and Tobacco Cessation Programs
- Tesla Babies program
- Commuter benefits
- Employee discounts and perks program