Field Service Engineer – IoT, Linux & Escalations (Equity)

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San Francisco, Northern (CA, KY)

Hybrid

USD 120,000 - 150,000

Full time

4 days ago

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Benefits offered by this job

Equity grants

Medical, dental, vision

Transit near office

Team events

Flexible time off

Job summary

SPAN, headquartered in San Francisco, is seeking a Service Engineer to join our Operations team. You will be the Tier 3 escalation point for Tier 1/2 support and manage field service dispatches with installers and homeowners.

You will deliver excellent service to technically minded installers and non-technical homeowners, collaborating with Support and Engineering to resolve issues with urgency. This role requires being based in our San Francisco office at least 3 days a week and thrives in

Qualifications

You… 2+ years of experience as a service engineer or similar role.
Experience with ticketing tools (Zendesk, JIRA, Salesforce).
Experience troubleshooting networking issues and IoT devices.
Experience with Linux systems; SQL and command line.
Strong problem solving and urgency; excellent communication.
Willing to be based in San Francisco office 3+ days/week.

Responsibilities

Respond to issues escalated from Tier 1/2 within SLA.
Coordinate with support, engineering, customers, and installers to resolve issues.
Collaborate on challenging troubleshooting with teammates.
Participate in retrospectives with Engineering and Customer Support.
Use SSH and CLI for advanced troubleshooting.
Create scripts and run queries against product databases.
Document and share troubleshooting knowledge.