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Span

Field Support Engineer

San Francisco (Remote)$115k–$145kfulltimemidAdded today

About this role

SPAN is seeking a Field Support Engineer to serve as a Tier 3 escalation point for customer support, troubleshooting complex technical issues with electrification products and coordinating field service dispatches. You'll work across customer support, engineering, installers, and homeowners to resolve issues with a sense of urgency while building deep product knowledge.

What you'll do

  • Respond to escalated technical issues within SLA and drive them to resolution by coordinating with support teams, engineering, customers, and installers
  • Perform advanced troubleshooting using CLI, SSH, and non-GUI tools to diagnose product and system issues
  • Create scripts and light code for database queries and product data analysis using SQL and command line interfaces
  • Synthesize multiple customer reports into cohesive problem statements and identify systemic issues
  • Build and maintain troubleshooting documentation and knowledge base while mentoring fellow Service Engineers
  • Manage field service coordination between installers and homeowners while maintaining shift coverage and clear handoffs

What they're looking for

  • Troubleshooting networking and IoT devices
  • Linux system administration and command line interfaces
  • SQL and database querying
  • Ticketing systems (Zendesk, JIRA, Salesforce)
  • Technical communication for diverse audiences
  • Python or scripting for automation
  • Hardware and software diagnostics
  • Problem-solving with sense of urgency

Benefits

  • Competitive compensation and equity grants at a venture-backed company
  • 100% employee premiums for medical, dental, and vision base plans
  • Parental leave benefits
  • Mission-driven work in renewable energy and electrification
  • Collaborative team environment in San Francisco's SoMa neighborhood
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Span

Span develops software for smart energy hardware products that promote electrification and reduce carbon emissions. The company is hiring Device Software Engineers to build embedded applications and collaborate across teams on innovative user-facing solutions.

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Likely interview questions

  • Describe a complex technical issue you escalated in a previous role—how did you approach diagnosis and coordinate across multiple teams to resolve it?
  • Tell us about your experience with Linux systems and command-line troubleshooting. What tools do you use most frequently?
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