SPAN
Service Engineering
ServiceEngineer
Neural analysis suggests this role is
optimal for Entry candidates.
“Service Engineer at SPAN. Skills: Troubleshooting, Customer service, Problem solving. Respond to escalated issues. Shepherd issues through to resolution”
What You'll Achieve.
Deliver excellent service; Drive technically challenging issues to resolution; Hit coverage targets
Industry & Context.
Problem solver; Solve complex technical problems; Love of problem solving; Problem-solving
In-Office, 5 Days, Regular Shift – 8 AM to 5 PM IST
What They're Looking For.
Must Have
2+ years of experience as a service engineer, product support engineer, or similar role, 2+ years of experience in the field as a PV/ESS and/or electrical installer, experience working within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.), experience troubleshooting networking issues, IoT devices, or electrical installations, excellent problem solver, demonstrated ability to solve complex technical problems with a sense of urgency, easily adapt your communication for different audiences (highly technical vs not technical), deeply empathetic, enjoy speaking with customers, bring a customer orientation to your work, enjoy being a generalist, bring an entrepreneurial spirit, love of problem solving, detail oriented, organized, reliable, communicator, both written and verbally, continuous improvement mindset, voracious learner, scrappy, excelling in complex and ambiguous situations
Nice to Have
worked previously in Zendesk and/or Salesforce, experience working in Linux systems, experience with SQL, command line interfaces, 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, creating software tools for automated analysis
What You'll Do.
Respond to escalated issues
Shepherd issues through to resolution
Coordinate with necessary partners
Collaborate on challenging troubleshooting issues
Participate in feedback loops
Use non GUI product access paths
Create and run basic scripts
Mine data and coalesce site issues
Build deep technical knowledge
Document and teach knowledge
Embrace continuous improvement mindset
Suggest ways for team to improve
Contribute to build out documentation library
Coordinate to ensure coverage targets
How You'll Work.
Team & Collaboration
Coordinate with partners; Collaborate with teammates; Participate in feedback loops with Engineering and Customer Support; Coordinate with teammates
Communication Scope
Adapt communication for different audiences; Written communication; Verbal communication
Full Job Description
OUR MISSION SPAN IS ENABLING ELECTRIFICATION FOR ALL ⚡ WE ARE A MISSION-DRIVEN COMPANY DESIGNING, BUILDING, AND DEPLOYING PRODUCTS THAT ELECTRIFY THE BUILT ENVIRONMENT, REDUCE CARBON EMISSIONS, AND SLOW THE EFFECTS OF CLIMATE CHANGE. - Decarbonization is the process to reduce or remove greenhouse gas emissions, especially carbon dioxide, from entering our atmosphere. - Electrification is the process of replacing fossil fuel appliances that run on gas or oil with all-electric upgrades for a cleaner way to power our lives. AT SPAN, WE BELIEVE IN: - Enabling homes and vehicles powered by clean energy - Making electrification upgrades possible - Building more resilient homes with reliable backup - Designing a flexible and distributed electrical grid THE ROLE The ROLE Want to save the world from climate change? And to ride in with a superhero cape to solve tricky customer issues? If you love the adventure of working for a fast-paced startup and enjoy solving new challenges each day, look no further. SPAN is hiring a Service Engineer. Sitting within SPAN’s Operations group and reporting to our Service Engineering Manager, you will join a team of fellow Service Engineers. The Service Engineering team is the Tier 3 escalation point for our Tier 1 and 2 customer support team for resolving technically complex product issues in the field, and coordinating with our engineering teams to identify, root cause, and remediate bugs. Your objective is to deliver excellent service to our technically-minded installers and our non-technical homeowner customers. You will need to be a strong partner to customer support and a bridge to various engineering teams all while driving technically challenging issues to resolution with a strong sense of urgency. A SPAN Service Engineer is patient, has a generalist’s mindset, and is an excellent technical problem solver. Responsibilities Troubleshooting and customer service - Respond within the agreed upon timeframe (SLA) to issues escalated fro
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