Direct Install Hotline Technician

Description:
We are seeking a dedicated Direct Install Hotline Technician to join Tesla's Support Team. This role focuses on providing exceptional technical assistance to installers over the phone, troubleshooting issues related to Tesla's direct installation processes for energy and vehicle products. The ideal candidate will collaborate closely with field technicians, product engineers, and design teams to ensure seamless installation experiences and resolve complex inquiries efficiently.

Responsibilities:
Provide technical support to customers and installers via phone and email for Tesla product installations
Diagnose and troubleshoot hardware and software issues related to direct install processes
Guide customers through installation steps, ensuring clarity and adherence to safety protocols
Document interactions and technical solutions in the support database for future reference
Collaborate with engineering teams to escalate and resolve complex technical challenges
Maintain up-to-date knowledge of Tesla products, installation guidelines, and support tools
Contribute to process improvements by identifying recurring issues and suggesting solutions

Requirements:
At least 2 years of experience in a Technical Support position
Excellent customer service skills required
Excellent written and verbal communication skills required
Ability to recall, retrieve and communicate detailed or technical information clearly, accurately, and concisely and to non-technical audience/customers
Technical knowledge of Solar preferred
Computer networking knowledge preferred

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
Engineering Tech II - $25.92 - $38.88/hour
Engineering Tech III - $30.24 - $45.36/hour

• 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.