SPAN

Tier 3 Service Engineer

SPAN

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • New York • United States

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Salary

💰 $94,700 - $112,000 per year

About the role

  • 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
  • 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

Requirements

  • Have 2+ years of experience as a service engineer, product support engineer, or similar role
  • Have experience working within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.)
  • Are an excellent problem solver and possess a demonstrated ability to solve complex technical problems with a sense of urgency
  • Easily adapt your communication for different audiences (highly technical vs not technical)
  • Are deeply empathetic, enjoy speaking with customers, and bring a customer orientation to your work
  • Enjoy being a generalist and having your hands in a bit of everything
  • Bring an entrepreneurial spirit and a love of problem solving to every challenge you encounter
  • Are detail oriented, organized, and reliable. You do what you say you’re going to do and understand the importance of being the last point of escalation
  • Are a strong communicator, both written and verbally
  • Have a continuous improvement mindset
  • Are a voracious learner on all subjects and enjoy knowing a little bit about a lot of things
  • Are very scrappy and have a knack for excelling in complex and ambiguous situations
  • Are willing and able to be based in our San Francisco office at least 3 days a week
Benefits
  • Competitive compensation + equity grants at a well-funded, venture-backed company
  • Comprehensive benefits: 100% employee premiums for base plans on medical, dental, vision with options for additional coverage. Parental leave up to twenty four (24) weeks depending on eligibility
  • Comfortable, sunny office space located near BART and Caltrain public transit
  • Strong focus on team building and company culture: Employee Resource Groups, monthly social events, SPANcakes recognition breakfast, lunch, and learns
  • Flexible hours, one holiday per month, and flexible time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingbasic scriptinglight codingdata miningRMA managementservice parts inventory managementfield service case managementtechnical problem solvingdocumentation creationcontinuous improvement
Soft Skills
problem solvingcommunicationempathyadaptabilityorganizationreliabilitycustomer orientationentrepreneurial spiritdetail orientedvoracious learner