Service Engineer, Span.IO

• A SPAN Service Engineer is patient, has a generalist’s mindset, and is an excellent technical problem solver
• 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.)
• Have experience troubleshooting networking issues and/or IoT devices
• 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

Desirable

• Sitting within SPAN’s Operations group and reporting to our Service Engineering Manager, you will join a team of fellow Service Engineers. The Service Engineering team has two charters
• One is to be the Tier 3 escalation point for our Tier 1 and 2 customer support team for resolving technically complex product issues in the field
• The second is to manage our field service dispatches by coordinating with installers and homeowners
• Your objective is to deliver excellent service to our technically-minded installers and our non-technical homeowner customers
• You will need to be a strong partner to customer support and a bridge to various engineering teams all while driving technically challenging issues to resolution with a strong sense of urgency
• Troubleshooting and customer service
• 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