Introduction to Tesla and Our Mission Tesla, Inc. is a pioneering American multinational automotive and clean energy company headquartered in Austin, Texas. We are committed to accelerating the world's transition to sustainable energy through the design, manufacture, and sale of electric vehicles, solar power systems, and energy storage products. Our mission is to make electric vehicles, solar power, and energy storage products accessible and affordable to the masses, thereby reducing the world's reliance on fossil fuels and mitigating climate change. As a leader in the clean energy and automotive industries, we are seeking talented and motivated individuals to join our team and contribute to our mission. Job Overview and Responsibilities We are currently seeking an experienced Software Support Engineer to join our team. As a Software Support Engineer at Tesla, you will be responsible for providing effective execution and management of Tesla services (applications) in production environments, as well as offering Level II support to ensure that the service meets quality, security, and consistency standards. You will also be responsible for documenting the ongoing support and maintenance of our systems. This position will be based at our Fremont, CA office, but will offer the opportunity to work remotely. Convey quality second-level technical solutions to our customers' issues, investigate their problems, provide technical guidance, and perform performance reviews Act as a single point of contact and ensure that all application support requests are handled in a timely, courteous, and accurate manner Advocate for new products and ensure the resolution of technical challenges Follow up on tickets resolved by internal IT teams to ensure communication to the customer with a high level of satisfaction based on results and level of service Contact for Level III Information Technology development support Execute monitors and complete assigned tasks on various computer systems and platforms Record and maintain shift documentation in ticket management system Work closely with US/Offshore partners and Leads to ensure the timely resolution of issues Work with high integrity, follow procedures and policies with the handling of sensitive information Essential and Preferred Qualifications To be successful in this role, you will need to have a strong foundation in software support and a proven track record of providing excellent customer service. The following qualifications are essential: At least 2 years of experience in Windows, Unix, PL-SQL, or equivalent experience and proof of exceptional ability At least 1 year of experience in handling EDI or Supply Chain or distribution systems Technical skills: .net, SQL Server, JavaScript, HTML, MS Windows At least 1 year of experience in Application support working in a globally distributed team Good experience with ITIL, BMC Remedy, or Service Now, and it is preferred to have experience with ticket workflows Good verbal and written communication skills are preferred BS degree in Engineering or equivalent in Computer Science or equivalent experience and proof of exceptional ability Preferred qualifications include experience working in a fast-paced, dynamic environment, as well as experience with cloud-based technologies and agile development methodologies. Skills and Competencies Required for Success To be successful in this role, you will need to possess a range of skills and competencies, including: Strong technical skills and knowledge of software applications and systems Excellent customer service and communication skills Ability to work in a fast-paced, dynamic environment and prioritize multiple tasks and projects Strong problem-solving and analytical skills Ability to work collaboratively as part of a team Strong attention to detail and ability to maintain accurate records and documentation Career Growth Opportunities and Learning Benefits At Tesla, we are committed to the growth and development of our employees. As a Software Support Engineer, you will have the opportunity to work on a range of exciting projects and technologies, and to develop your skills and knowledge in a fast-paced and dynamic environment. You will also have access to a range of training and development programs, including: On-the-job training and mentorship Formal training programs and workshops Opportunities for career advancement and professional growth Access to a range of online learning resources and tools Work Environment and Company Culture At Tesla, we are proud of our innovative and dynamic work environment. Our company culture is built around a set of core values, including: A passion for sustainable energy and reducing the world's reliance on fossil fuels A commitment to innovation and excellence A focus on teamwork and collaboration A dedication to customer satisfaction and service We offer a range of perks and benefits to our employees, including: Competitive sal