Customer Service Engineering - Design

SPAN is mission-driven to design, build, and deploy products that electrify our built environment, decarbonize our world, 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. Enabling homes and vehicles powered by clean energy Building more resilient homes with reliable backup Designing a flexible and distributed electrical grid Want 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 SPANs 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 generalists mindset, and is an excellent technical problem solver. 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. Participate in feedback loops (e.g. retrospectives) with Engineering and Customer Support 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 Document and teach what you know to fellow Service Engineers Have 2+ years of experience as a service engineer, product support engineer, or similar role Zendesk, JIRA, Salesforce, etc.) Have experience troubleshooting networking issues and/or IoT devices Are deeply empathetic, enjoy speaking with customers, and bring a customer orientation to your work Are willing and able to be based in our San Francisco office at least 3 days a week Bonus Qualifications Have worked previously in Zendesk and/or Salesforce Have experience working in Linux systems Have experience with SQL and command line interfaces Technical troubleshooting experience with software and hardware products Spent time in the field troubleshooting and/or repairing complex 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) S. base salary range for this position is $100,000 - $140,000 plus benefits, equity and variable compensation for Sales-related roles. This range represents SPANs good faith estimate of competitively-priced salary for the role based on national, real-time industry data from companies of a similar growth stage. Within the range, individual pay is determined by location and individual factors including relevant skills, experience and education or training. 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. Headquartered in San Franciscos 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. Were hiring talented individuals who are driven by success and are passionate about shaping the future of renewable energy. Competitive compensation + equity grants at a well-funded, venture-backed company Comprehensive benefits (including medical; dental, vision, life and disability insurance) Comfortable, sunny office space located near BART and Caltrain public transit Flexible hours and unlimited PTO Submit an application today and well be in touch with next steps! #