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SPAN

Field Support Engineer

SPAN

. Serve as the Tier 3 escalation point for technically complex product issues in the field .

Posted 9/23/2026full-timeSan Francisco • California • United StatesJuniorMid-Level💰 $115,000 - $145,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting complex technical issues, particularly in networking and IoT devices, while effectively communicating with both technical and non-technical stakeholders. Proficient in using SQL and command line interfaces, with a strong focus on continuous improvement and documentation.

Highest-signal resume keywords
Technical TroubleshootingSQL ProficiencyLinux Systems ExperienceCustomer OrientationExperience with Ticketing Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Technical TroubleshootingSQLLinux SystemsCommand Line InterfaceBasic ScriptingData MiningProblem Statement ConsolidationTechnical DocumentationTroubleshooting Networking IssuesIoT Device Support
Soft Skills
Detail-OrientedOrganizedReliableStrong CommunicationCustomer Empathy
Tools & Technologies
ZendeskJIRASalesforceSSHCLI Tools
Industry Keywords
Networking EquipmentConnected DevicesSolar EnergyResidential Energy StorageEmbedded ElectronicsPower ElectronicsAC PowerDC PowerEVSE

Tech Stack

Tools & technologies
IoTLinuxPythonSQL

About the role

Key responsibilities & impact
  • Serve as the Tier 3 escalation point for technically complex product issues in the field
  • Manage field service dispatches by coordinating with installers and homeowners
  • Respond within agreed SLA timeframes to escalated issues and customer responses
  • Shepherd issues through resolution while coordinating with support, engineering, customers, and installers
  • Collaborate with teammates on challenging troubleshooting issues
  • Participate in retrospectives and feedback loops with Engineering and Customer Support
  • Use SSH and CLI tools for higher-level troubleshooting
  • Create and run basic scripts and light code for product and database queries
  • Mine data and consolidate multiple site issues into coherent problem statements
  • Build deep technical knowledge of SPAN products and continuously develop technical skills
  • Document and teach technical knowledge to fellow Service Engineers
  • Suggest improvements to troubleshooting tools, products, and standard operating procedures
  • Contribute to the troubleshooting documentation library
  • Coordinate team coverage targets
  • Ensure clean shift handoffs through clear notes and process adherence

Requirements

What you’ll need
  • 2+ years of experience as a service engineer, product support engineer, or similar role
  • Experience working within a ticketing tool such as Zendesk, JIRA, or Salesforce
  • Experience troubleshooting networking issues and/or IoT devices
  • Experience working in Linux systems
  • Experience with SQL and command line interfaces
  • Demonstrated ability to solve complex technical problems with a sense of urgency
  • Ability to adapt communication for highly technical and non-technical audiences
  • Customer orientation and empathy
  • Generalist mindset
  • Entrepreneurial spirit and problem-solving ability
  • Detail-oriented, organized, and reliable
  • Strong written and verbal communication
  • Continuous improvement mindset
  • Willingness and ability to be based in the San Francisco office at least 3 days a week
  • Bonus: Previous Zendesk and/or Salesforce experience
  • Bonus: Technical troubleshooting experience with software and hardware products
  • Bonus: Experience troubleshooting networking equipment/connected devices
  • Bonus: Understanding of solar, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or EVSE
  • Bonus: Experience with databases and creating software tools for automated analysis using SQL and Python

Benefits

Comp & perks
  • Competitive compensation
  • Equity grants
  • 100% employee premiums for base medical, dental, and vision plans
  • 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
  • Employee Resource Groups
  • Monthly social events
  • SPANcakes recognition breakfast
  • Lunch and learns
  • Flexible hours
  • One holiday per month
  • Flexible time off