• 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 • 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