Systems Diagnostics Engineer

Description:
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 workstreams 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.

Responsibilities:
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

Requirements:
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 & 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
Associate Field Support Engineer - $64,800 - $97,200/annual salary
Field Support Engineer - $79,200 - $118,800/annual salary

• cash and stock awards + benefits for all levelsPay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.