Field Service Engineer – IoT & Solar (Flexible Hours)

ArcTern Ventures; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation + equity

Comprehensive benefits: 100% premiums

Office near transit (SF)

Flexible hours & time off

Team building events

Job summary

SPAN, headquartered in San Francisco, seeks a Service Engineer to join the Operations team. You will act as Tier 3 escalation for complex issues, coordinate field service dispatches, and partner with support and engineering to resolve technically challenging problems.

You will deliver excellent service to installers and homeowners, communicate clearly across audiences, and maintain critical knowledge of SPAN products while driving continuous improvement across processes and tools.

Qualifications

• 2+ years of experience as a service engineer, product support engineer, or similar role.
• Experience working within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.).
• Experience troubleshooting networking issues and/or IoT devices.
• Experience working in Linux systems.
• Experience with SQL and command line interfaces.
• Excellent problem solver with urgency.
• Able to adapt communication for technical vs non-technical audiences.
• Empathetic, customer-oriented, and versatile.

Responsibilities

• Respond within SLA to issues escalated from Tier 1 and 2 and customer responses.
• Manage issues to resolution with urgency, coordinating with support, engineering, customers, and installers.
• Collaborate with teammates on troubleshooting challenging issues.
• Participate in retrospectives with Engineering and Customer Support.
• Use non-GUI paths (SSH, CLI) for advanced troubleshooting.
• Create basic scripts for product queries and database access.
• Mine data and synthesize multiple site issues into a single problem statement.
• Build deep product knowledge and continuously improve skills.
• Document and teach knowledge to fellow engineers and expand troubleshooting docs.
• Support coverage targets and ensure clean handoffs between shifts.

Skills

Customer support

Zendesk / Jira / Salesforce

Linux

SQL / command line

Networking / IoT troubleshooting

Data scripting

Communication (written & verbal)

Empathy in customer interactions

Time management

Generalist mindset

Tools

Zendesk

JIRA

Salesforce

Job description

SPAN, headquartered in San Francisco, seeks a Service Engineer to join the Operations team. You will act as Tier 3 escalation for complex issues, coordinate field service dispatches, and partner with support and engineering to resolve technically challenging problems.

You will deliver excellent service to installers and homeowners, communicate clearly across audiences, and maintain critical knowledge of SPAN products while driving continuous improvement across processes and tools.