Staff Technical Support Engineer

Job Description

Staff Technical Support Engineer provides support to industrial-scale battery products including but not limited to PowerPacks and SuperPacks. This primarily involves supporting battery storage products, diagnose and resolve problems remotely. As a Staff Technical Support Engineer, you must be able to effectively manage and support direct reports. The candidate will have to interact with field service technicians while they are onsite and 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 role will also involve managing the rollout 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.

Responsibilities include:

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

• Manage a team of technical support engineers who are also supporting industrial products. Managing the team would be 30% of the workload

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

• Troubleshoot complex communication problems among inverters, energy meters, DC battery controls

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

• Manage commissioning pipeline and how to distribute work among the team to able to meet deadlines

• 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

• Extract and review logs from Linux file system and from custom interface devices via a variety of methods

• Provide support for Microgrid site to identify any operational risks.

• Support people calling the tech support hotline with remote diagnostic tools and troubleshooting

• Defining SLA for the team and making sure those are achieved by the team
• Report reoccurring quality problems to the design and manufacturing teams and verify corrective actions are implemented

• Handle rollout of new firmware and software to Tesla’s entire Industrial Storage fleet, including our Microgrid systems that provide electricity to off-grid customers.

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

• Write and modify different SQL queries to access data from internal databases, monitor critical statistics, and generate daily reports for team’s performance

• 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.

· At least 3 years of experience of managing people directly

· At least 5 year of experience as technical support engineer or technical field

· Must have knowledge of power electronics and electrical systems

· Good to have knowledge in all areas of the System including: Operating Systems, security, work management, capacity & performance, TCP/IP

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

· Should be familiar with tools name Tableau or SQL is required. Ability to create reports and speak to team’s performance

· 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, and bug-tracking systems.

· Excellent communications skills

· 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, 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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