Installer Support Engineering Technician (Italian Speaking)

The Installer 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.
Installer Support Engineering 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. Strong candidates for this role will already have knowledge in the residential energy industry. Applicants should expect to become a subject matter expert (SME) with Tesla's energy products with the ability to remotely access and troubleshoot equipment.
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

• Provide top-tier support for live on-site or off-site technical issues regarding residential energy products via phone, chat, email or other channels.
• Follow best practices in case handling, follow-up, and documenting interactions and work performed with great detail
• Become highly knowledgeable in the technical operation and complexities of Tesla's energy products
• Understand and troubleshoot proprietary power electronics systems and their supporting components
• Read and understand single-line diagrams as they pertain to PV and storage systems as well as load and meter component placement
• Review operational logs in proprietary and non-proprietary applications
• Identify trending issues, collect information and report findings to leadership and engineering teams
• Identify process and knowledge gaps and submit feedback that leads to better training and resources
• Become a subject matter expert (SME) in residential Tesla energy products.
• Utilise software including Linux environments, SSH, and more for advanced troubleshooting

Requirements

• Bachelor's degree in a technical or engineering field, or a minimum of 2+ years' experience in a technician role.
• Fluency in English and Italian is required for this role
• Ability to independently make decisions and solve problems with limited direction.
• Outstanding written and verbal interpersonal communication skills.
• Experience and understanding of customer service, technical support and engineering environments.
• Ability to document interactions and steps clearly, accurately and with detail.
• Ability to prioritize workflows effectively according to multiple criteria.
• 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.
• Understanding of commercial electrical metering, energy flow, power factor, and phase rotation.
• Electrical engineering knowledge and/or experience is a plus.