Systems Diagnostics Engineer

What to Expect

The Residential Tier 2 team 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.). A 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 Tier 2 range from medium to very high complexity, and can 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 work streams like supporting deployment of assets for disaster relief, humanitarian efforts, emergency event response, containment campaigns, data analysis for campaigns.

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.

Strong candidates for this position will not only adapt and quickly absorb a wealth of technical knowledge, but will become a subject matter expert (SME) on at least one product or category of products as well. In addition to candidates managing their own respective workload, this position will use SME-level knowledge to Collaborate on specialty technical projects with engineers, trainers, process architects and technical writers.

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

* Handle complex technical support tickets, VIP escalations, and urgent requests from internal engineering teams via queue, email, and chat

* Become a subject matter expert (SME) on Tesla energy products (solar, Powerwall, chargers, VPP) with deep technical knowledge

* Perform advanced diagnostics using command line tools (Linux, SSH, VI) to troubleshoot power electronics, networking, and software issues

* Analyze logs, run scripts on fleet devices, and interpret electrical diagrams for PV/storage systems

* Collaborate with engineering teams on root cause analysis, specialty projects, and emerging issue investigations

* Track trends, collect data for JIRA tickets, and report findings to leadership and engineering teams

* Lead training sessions, provide feedback to teams, and identify gaps to improve processes and documentation

What You'll Bring

* Bachelor's Degree in Technical/Engineering/CS field, 3+ years Tier 2/Technical Support Engineer experience, or equivalent experience

* Strong independent problem-solving, decision-making, and excellent written/verbal communication skills

* Experience with CRM, ticketing, bug-tracking systems and ability to document technical work with clarity and detail

* Understanding of electrical theory, AC/DC power systems, commercial metering, energy flow, power factor, and phase rotation

* Hands-on experience with Linux terminal, SSH, SCP, VI/VIM for remote troubleshooting and log analysis

* Strong TCP/IP networking knowledge with practical troubleshooting experience across complex multi-variable systems

* Availability for standard 6AM-6PM PST weekday shifts (electrical engineering background is a plus)

Compensation and Benefits

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

* Medical plans  plan options with $0 payroll deduction

* Family-building, fertility, adoption and surrogacy benefits

* Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution

* Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA

* Healthcare and Dependent Care Flexible Spending Accounts (FSA)

* 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits

* Company paid Basic Life, AD&D

* Short-term and long-term disability insurance (90 day waiting period)

* Employee Assistance Program

* Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays

* Back-up childcare and parenting support resources

* Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance

* Weight Loss and Tobacco Cessation Programs

* Tesla Babies program

* Commuter benefits

* Employee discounts and perks program

Expected Compensation

*…