Field Support Engineer

Our Mission
SPAN is enabling electrification for all ⚡ We are a mission-driven company designing, building, and deploying products that electrify the built environment, reduce carbon emissions, and slow the effects of climate change.

• Decarbonization is the process to reduce or remove greenhouse gas emissions, especially carbon dioxide, from entering our atmosphere.
• Electrification is the process of replacing fossil fuel appliances that run on gas or oil with all-electric upgrades for a cleaner way to power our lives.

• Enabling homes and vehicles powered by clean energy
• Making electrification upgrades possible
• Building more resilient homes with reliable backup
• Designing a flexible and distributed electrical grid

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 Field 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 Field Support Engineer is patient, has a generalist’s mindset, and is an excellent technical problem solver.

Troubleshooting and customer service

• 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 data and coalesce multiple site issues into one coherent problem statement
• Build deep technical knowledge of our products and continuously deepen your own technical skills
• Document and teach what you know to fellow Service Engineers
• Embrace a continuous improvement mindset and suggest ways for the team to improve. This might mean suggesting new features for our internal troubleshooting tools, improvements to our core products, or changes to our SOPs
• Contribute to the build out of out our library of troubleshooting documentation
• Coordinate with your teammates to ensure we hit our coverage targets

Service Operations

• Create and manage field service cases in Salesforce
• Shepherd field issues through to resolution with a sense of urgency, coordinating with all the necessary partners, including support, engineering, and 3rd party installers.
• Contribute to the build out of our library of service dispatch/truck roll documentation and internal SOPs
• Support our failure analysis efforts by thoughtfully making RMA decisions and managing the prompt return and replacement of RMAed products, coordinating with our quality and reverse logistics teams as necessary
• Assist in managing service parts inventory, including receiving shipments of service parts inventory
• Ship out service parts to the field from our San Francisco-based headquarters
• Represent the voice of the field (installers) in internal conversations, advocating for product serviceability and install‑ability

Required Qualifications

• Have 2+ years of experience as a service engineer, product support engineer, or…