Software Support Engineer

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What to Expect

The Role As a software support engineer, you are responsible for the successful implementation and management of our services (applications) in the production environments and provide level II and level III support to ensure that the service meets quality, security and compliance standards.It is an exciting and demanding position that requires entrepreneurial, communicative and operational skills as well as the ability to work with many stakeholders. As a software support engineer you have excellent problem-solving skills and the ability to interpret data in the context of our business stakeholders.

What You’ll Do

• Deliver quality second and third level technical solutions to our user problems, troubleshooting their issues, providing technical guidance, and performing implementation reviews; 

• Act as a single point of contact and ensures that all application support requests are recorded in a timely, courteous, and accurate manner;

• Advocate new product features and ensure the resolution of technical challenges;

• Follow-up on tickets resolved by internal IT teams to ensure communication to the customer with high degree of satisfaction based on results and level of service;

• Liaison for Level III Information Technology development support;

• Executes monitors and completes assigned tasks on multiple computer systems and platforms;

• Documents and maintains shift documentation in ticket management system;

• Work closely with the US/Offshore counterparts and Leads in ensuring timely resolution of issues;

• Works with high integrity, follows procedures and policies with the handling of sensitive data.

What You’ll Bring

• Several years experience in Application support working in a globally distributed team is preferred 

• Mastering the English language in both written and verbal form is required

• Communicate clearly, regularly and effectively with business stakeholders and internal team members in both written and verbal form

• Some flexibility in working hours is necessary because different teams work in different time zones

• Must be proficient user in Microsoft Office, JIRA and Confluence

• Good experience with ITIL, BMC Remedy or Service Now and ticketing workflows is preferred 

• Strong Knowledge of T-SQL and debugging of Stored procedures in any of the RDBMS like SQL Server or MySQL etc.

• Technical skills: .NET, JavaScript, Python and Messaging Queue is preferred 

• Knowledge of REST API is preferred

Compensation and Benefits

Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

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