Lead, Systems Diagnostics Engineering

What to Expect

Lead the Residential Systems Diagnostics Engineering (SDE) team and utilizes critical thinking and profound product knowledge to provide best in class, engineer-level support for Tesla’s solar, storage, home charging products, and energy applications (Virtual Power Plant, Vehicle to Load, Etc.). The primary focus of this role is to provide direct and indirect support to internal technical, engineering, and field service teams via group and individual contact platforms, case management platforms and email. Concerns and projects that find their way to Systems Diagnostics team range from medium to very high complexity, and require substantial knowledge, thought and creativity to solve. Team members will identify and initiate projects to improve efficiency through the full service ops stack and supporting High Impact, highly technical workstreams like supporting deployment of assets for disaster relief, humanitarian efforts, emergency event response, containment campaigns, data analysis for campaigns, New Product Introductions Piloting and launch, Technical Writing, Auto ticketing & Automation, User Acceptance Testing, Training & Tooling.

This role is for experienced engineering-minded individuals who find great satisfaction in learning and overcoming technically challenging situations. Team members will need to be able to work and focus on highly detailed problems and edge cases while simultaneously understanding the larger picture and organization’s objectives. This role is responsible for making decisions in asset disposition and judgment calls to balance service ops needs, customer satisfaction, B2B relationships, and Service Engineering needs. Candidates will be expected to comfortably and efficiently flow through most types of Service ops situations with the character and ability to lead technical program initiatives. Candidates for this role will become true subject matter experts (SME) in multiple areas and will utilize this skillset to contribute towards technical documentation, organizational initiatives, addressing our most technically difficult escalations and participating as a Systems Diagnostics Engineering stakeholder to support product and feature changes & launches.

This is an exciting, fast-paced and rewarding role, and a fantastic opportunity to dig deep into our innovative products while collaborating with some of the most talented people in the world!

What You'll Do

Work through group-based ticketing queues while managing individual workload

Work VIP & Corporate white glove escalations to satisfy high risk requirements of high-risk cases

Acknowledge urgent emails from various internal technical and engineering teams

Respond to live help requests from technical teams via chat platforms

Follow best practices in case handling, follow-up, and documenting interactions and work performed with great detail

Become highly knowledgeable in the technical operation and complexities of Tesla’s energy products

Become a subject matter expert (SME) in multiple supported products and categories

Address critical escalations related to fields of expertise with precision

Contribute towards specialty projects and initiatives with other technical and engineering teams

Upload, modify and run scripts on fleet devices

Lightly manage projects as a key Tier 2 stakeholder in organizational initiatives

Generate feedback to escalating teams and lead upskilling sessions

Identify and track emerging issues collecting samples for Engineering, Software, Product Teams JIRA

Manage initiatives and identify supporting tasks for completion through sprint planning

Build and Present content for various audiences and use cases (training, performance, new failure)

Work with tooling teams to drive improvements representing and soliciting feedback for the user experience

Understand and troubleshoot proprietary power electronics systems and their supporting components

Read and understand single-line diagrams as they pertain to PV and storage systems as well as load and meter component placement

Utilize command line interface to connect to devices, download logs and edit text files (Linux, SSH, SCP, VI)

Review operational logs in proprietary and non-proprietary applications

Review software logs either locally or remotely via command line interface

Collaborate with engineering teams to assist in root cause analysis (RCA) efforts

Identify trending issues, collect information and report findings to leadership and engineering teams

Facilitate and deliver training content in upskilling sessions internally and externally

Identify process and knowledge gaps and submit feedback that leads to better training and resources

What You'll Bring

Bachelor's degree in a technical, engineering or computer science field, or a minimum of 4+ years’ experience in a Technical Support Engineer role.

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

Outstanding written and verbal interpersonal communication skills.

Experience and understanding of customer service, technical support and engineering environments.

Experience with CRM, ticketing and bug-tracking systems.

Ability to document interactions and steps clearly, accurately and with detail.

Ability to prioritize workflows effectively according to multiple criteria.

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

Experience troubleshooting metering and communications issues involving many variables.

Experience using Linux or other terminal/command line interface for various tasks.

Knowledge and experience using SSH, secure copy and VI or VIM for text editing.

Understanding of commercial electrical metering, energy flow, power factor, and phase rotation.

Strong knowledge of OSI and TCP/IP networking concepts with practical experience in troubleshooting networking equipment and configurations.

Understanding of State Machines and a high-level understanding of systems architecture

Electrical engineering knowledge and/or experience is a plus.

People management experience is a plus.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.