Channel Support Technician, Powerwall

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 Technicians 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

• Degree in engineering, computer science, or equivalent experience is a plus

• 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

• 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