Technical Support Engineer

Job Description

The Role

Technical Support Engineer (Electrical) provides support to industrial-scale battery products PowerPack and SuperPack. This primarily involves supporting battery storage products, diagnose and resolve problems for our on-site technicians and interact with construction teams during the commissioning process. It also involves working with customers and third-party operators to keep our equipment running and problem managing system, product, quality and process issues. The candidate also handles roll-out of improved firmware and software versions and collate data on failure patterns to provide feedback to the design and manufacturing teams to help reduce problems in the build process and in regular operations. The role also requires reviewing of single line drawings of PowerPack projects especially Microgrid (which are more challenging than standard on-grid projects) to identify any execution risks and improvements.

Responsibilities:

• Investigate why an Industrial Battery System is not working as expected and establish the repair plan for the system

• Debugging firmware update failure logs using tools like Python debugger, JavaScript Debugger etc.

• Troubleshoot complex communication problems among inverters, energy meters, DC battery controls, and central SCADA devices, often using only command-line tools such as NMAP, traceroute

• Remotely update networking devices to resolve identified issues and restore operation to the system

• Commission new Industrial Storage Systems for Tesla customers by configuring them to customer’s specifications, updating the equipment’s software and firmware, and validating the end-to-end operation of the equipment. All of this work is performed remotely using cutting edge tools to eliminate the need for a technician to visit the site.

• Writing software update scripts in python programming language for the improvement of the product.

• Support field technicians and customers working with industrial-scale battery products (PowerPack, SuperPack).

• Extract and review logs from Linux file system and from custom interface devices via a variety of methods (telnet, sftp, port-mapped web interfaces)

• Review single line diagrams of Industrial Storage projects, especially Microgrid to identify any operational risks.

• Support field technicians working with Tesla’s Industrial Storage Products (PowerPack, SuperPack) with remote diagnostic tools and troubleshooting.

• Handle roll-out of new firmware and software to Tesla’s entire Industrial Storage fleet, including our Microgrid systems that provide electricity to off-grid customers. Updating a Microgrid requires careful, coordinated switching of customers loads between different power sources to ensure they always have access to electricity.

• Configure Tesla PowerPack Controller network settings as per customer’s requirements to enable communications with customer controller and any meters shared with customer.

• Maintain and update the content and structure of Tesla’s customer and equipment databases

• Develop a deep specialized knowledge of the proprietary tools developed by Tesla to monitor the Tesla fleet for issues, such as Periscope and Telescope.

• Write and modify different SQL queries to access data from internal databases, monitor critical statistics, and generate daily reports for the system based on the statistics.

• Work with field service and technical support teams to create documentation and training to support field commissioning and service actions and ensure consistent and stable global service operations.

The ideal candidate will have the following skills and qualifications:

· Enthusiasm for green technology, in particular solar and energy conservation technologies.

· Experience in a customer service environment.

· Expert in C and scripting languages (Bash, Python, etc.) and the Linux/UNIX programming environment.

· Must have knowledge in all areas of the System including: Operating Systems, security, work management, capacity & performance, TCP/IP, BRMS backup and recovery, IBM Flash Copy Manager, CL Programming, LPAR

· Expert level of understanding of complex electrical single line drawing.

· Strong debugging skills using debugging tools like Python debugger or JavaScript debugger and finding root cause analysis for the firmware update failure.

· Should be familiar with tools name Tableau or SQL is required. Strong HW and SW troubleshooting and problem-solving skills; ability to create efficient solutions to complex problems including SW workarounds to HW bugs.

· Understanding of a technical support environment and processes, including ability to document case histories clearly, accurately and with detail. Ability to prioritize workflows effectively according to multiple criteria. Experience with CRM systems, mobile case/ticketing systems, bug tracking systems.

· Personal skills suitable for frequent direct contact with non-technical customers in technical troubleshooting scenarios. A positive, friendly manner on the phone and in writing is essential, as well as patience and the ability to instruct and inform during the course of troubleshooting.

· Ability to independently make decisions and solve problems with limited direction.

· Understanding of electrical theory and experience with emphasis on DC power systems or other electronic systems/devices/components.

· Bachelor's degree required in Engineering or Computer Science or Electrical or Mechanical engineering. Master’s degree is a plus in any of the engineering fields.

· Foreign language proficiency a plus.

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