Employer description & source details
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 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. 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. Collaborate with teammates on handling challenging troubleshooting issues Participate in feedback loops (e.g. retrospectives) with Engineering and Customer Support Use non GUI product access paths and tools (SSH, CLI) for higher level troubleshooting Create and run basic scripts and light coding for queries into the product and various databases Using a systems mindset, mine d
Extracted skills: python, sql, operations