**This position is able to sit out of any of the following locations: Austin, TX , Las Vegas, NV , Buffalo, NV , Bay Area, CA**

The Channel Support team serves as an escalation point for our network of channel partners who distribute, install and service residential Tesla energy products. We strive to empower our channel partners to provide the best end-customer experience possible, and we are an end point for determining next steps and solutions for many situations.

Channel Support Engineers offer real-time diagnostics and solutions for trained on-site technicians during installation and maintenance of Tesla's residential solar, storage and home charging energy products. This team utilizes expert-level product knowledge in combination with many advanced tools to navigate and solve escalations of all complexities, and collaborates with other engineering teams on trending issues and root cause analysis.

With your contributions and through collaboration with some of the most talented people in the world at Tesla, there's a lot to accomplish here!

• Obtain engineer-level knowledge of Tesla's residential solar, storage and home charging energy products
• Provide real-time assistance to on-site channel partners throughout North America via a hotline
• Understand and meet expectations of team-specific KPIs
• Extensively document records of contacts including steps taken for each interaction
• Read and understand single-line design diagrams as they pertain to energy system installations
• Review various software logs and data telemetry in proprietary applications
• Remotely connect to Tesla systems to access real-time data and resolve operational issues
• Collaborate with other engineering teams to meet unforeseen needs as they arise
• Identify trending issues, collect information and report findings to leadership and engineering teams
• Submit interaction-based feedback as-needed to strengthen relationships and processes
• Periodically meet on-site with installers and technicians to provide in-person engineering support
• Collaborate with Program and Project Managers to help shape and drive key initiatives
• Travel periodically for educational purposes

• Fluency in Spanish is preferred but not required
• Bachelor's degree in a technical, engineering or computer science field, or other relevant field is a plus
• At least 2 years of experience in a business-to-business support position
• 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.
• Good understanding of TCP/IP networking concepts, and practical experience with home network construction and troubleshooting particularly wireless technologies
• Flexible availability to work any shift Mon-Fri 6AM - 6PM (PST)
• Ability to independently make decisions and solve problems with limited direction.
• Experience and understanding of technical support and engineering environments.
• Experience with CRM, ticketing and bug-tracking systems.
• Outstanding written and verbal interpersonal communication skills.
• Ability to document interactions and steps clearly, accurately and with detail.
• Ability to prioritize workflows effectively according to multiple criteria.