SPAN · 20 hours ago
Tier 3 Service Engineer
Boston, NY
Full-time
Hybrid
Entry, Mid Level
2+ years expSPAN is a mission-driven company focused on electrification and reducing carbon emissions. They are seeking a Tier 3 Service Engineer to troubleshoot complex product issues and manage field service dispatches, ensuring excellent service delivery to both technical installers and non-technical homeowners.
EnergyHardwareSoftwareRenewable EnergyInternet of Things
Responsibilities
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
Service Operations 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
Qualification
Required
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
Preferred
Have worked previously in Zendesk and/or Salesforce
Technical troubleshooting experience with software and hardware products
Spent time in the field troubleshooting and/or repairing complex products
Experience working as or with electricians
Experience troubleshooting networking equipment/connected devices
An understanding of solar, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or electric vehicle service equipment (EVSE)
Experience with databases and creating software tools for automated analysis (SQL, python)
Experience troubleshooting networking issues and/or IoT devices
Experience working in Linux systems
Experience with SQL and command line interfaces
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
Company
SPAN
Span develops residential energy storage devices that provide renewable electricity and charging services for electric vehicles.
201-500 employees
H1B Sponsorship
SPAN has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (7)
2023 (13)
2022 (5)
2021 (3)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$393.41MKey Investors
Wellington ManagementFifth Wall,Wellington ManagementTDK Ventures
2026-01-27Series Unknown· $163.25M
2023-03-03Series B· $96M
2022-01-18Series B· $90M
Leadership Team
Arch Rao
Founder & CEO
Recent News
2026-02-05
Qualcomm Ventures
2026-02-04
vcnewsdaily.com
2025-11-19
Company data provided by crunchbase