{"id":1133967,"url":"https://alion.io/job/span-field-support-engineer","title":"Field Support Engineer","company":{"id":5825,"name":"SPAN","domain":"span.io","url":"https://alion.io/company/span","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":94,"open_postings":30,"ghost_share":0,"stale_share":0.033,"repost_share":0,"time_to_fill_p50_days":87,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":115000,"max":145000,"currency":"USD","period":"year","gross":null,"usd_annual":145000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Linux","optional":false},{"name":"Python","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-23T05:43:05Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T10:10:04Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Our Mission\nSPAN is enabling electrification for all\nWe 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.\nDecarbonization is the process to reduce or remove greenhouse gas emissions, especially carbon dioxide, from entering our atmosphere.\n\nElectrification 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.\n\nAt SPAN, we believe in:\nEnabling homes and vehicles powered by clean energy\n\nMaking electrification upgrades possible\n\nBuilding more resilient homes with reliable backup\n\nDesigning a flexible and distributed electrical grid\n\nThe Role\nWant 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.\nSitting 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 has two charters. One is to be the Tier 3 escalation point for our Tier 1 and 2 customer support team for resolving technically complex product issues in the field. The second is to manage our field service dispatches by coordinating with installers and homeowners.\nYour 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.\nResponsibilities\n Troubleshooting and customer service\nRespond within the agreed upon timeframe (SLA) to issues escalated from Tier 1 and 2 and to responses from customers\n\nShepherd issues through to resolution with a sense of urgency, coordinating with all the necessary partners, including support, engineering, customers, and installers.\n\nCollaborate with teammates on handling challenging troubleshooting issues\n\nParticipate in feedback loops (e.g. retrospectives) with Engineering and Customer Support\n\nUse non GUI product access paths and tools (SSH, CLI) for higher level troubleshooting\n\nCreate and run basic scripts and light coding for queries into the product and various databases\n\nUsing a systems mindset, mine data and coalesce multiple site issues into one coherent problem statement\n\nBuild deep technical knowledge of our products and continuously deepen your own technical skills\n\nDocument and teach what you know to fellow Service Engineers\n\nEmbrace 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\n\nContribute to the build out of out our library of troubleshooting documentation\n\nCoordinate with your teammates to ensure we hit our coverage targets\n\nEnsure clean handoffs between shifts through clear notes, and strict process adherence\n\nAbout You\nRequired Qualifications\nYou…\nHave 2+ years of experience as a service engineer, product support engineer, or similar role\n\nHave experience working within a ticketing tool (e.g. Zendesk, JIRA, Salesforce, etc.)\n\nHave experience troubleshooting networking issues and/or IoT devices\n\nHave experience working in Linux systems\n\nHave experience with SQL and command line interfaces\n\nAre an excellent problem solver and possess a demonstrated ability to solve complex technical problems with a sense of urgency\n\nEasily adapt your communication for different audiences (highly technical vs not technical)\n\nAre deeply empathetic, enjoy speaking with customers, and bring a customer orientation to your work\n\nEnjoy being a generalist and having your hands in a bit of everything\n\nBring an entrepreneurial spirit and a love of problem solving to every challenge you encounter\n\nAre detail oriented, organized, and reliable. You do what you say you’re going to do and understand the importance of being the last point of escalation\n\nAre a strong communicator, both written and verbally\n\nHave a continuous improvement mindset\n\nAre a voracious learner on all subjects and enjoy knowing a little bit about a lot of things\n\nAre very scrappy and have a knack for excelling in complex and ambiguous situations\n\nAre willing and able to be based in our San Francisco office at least 3 days a week\n\nBonus Qualifications\nYou have…\nHave worked previously in Zendesk and/or Salesforce\n\nTechnical troubleshooting experience with software and hardware products\n\nExperience troubleshooting networking equipment/connected devices\n\nAn understanding of solar, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or electric vehicle service equipment (EVSE)\n\nExperience with databases and creating software tools for automated analysis (SQL, python)\n\nLife at SPAN\nHeadquartered in San Francisco’s vibrant SoMa neighborhood, we are an eclectic group of creative thinkers who value open communication, teamwork, and a ‘make it happen’ approach to addressing complex challenges.\nSPAN embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.\nWe’re hiring talented individuals who are driven by success and are passionate about shaping the future of renewable energy. If that sounds like you, we’d love for you to consider joining the rapidly growing team at SPAN.\nThe Perks:\nCompetitive compensation + equity grants at a well-funded, venture-backed company\nComprehensive benefits: 100% employee premiums for base plans on medical, dental, vision with options for additional coverage. Parental leave up to twenty four (24) weeks depending on eligibility\nComfortable, sunny office space located near BART and Caltrain public transit\nStrong focus on team building and company culture: Employee Resource Groups, monthly social events, SPANcakes recognition breakfast, lunch, and learns\nFlexible hours, one holiday per month, and flexible time off\nInterested in joining our team? Apply today and we’ll be in touch with the next steps!","description_format":"text","description_chars":6461,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible time off","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EV Charging","HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-09-23T06:04:43Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":87,"reasons":["conf:0","win:early","comp:junior"],"computed_at":"2026-09-23T10:49:27Z"},"pay":{"stated_usd_annual":145000,"is_top_pay":true},"html_url":"https://alion.io/job/span-field-support-engineer","json_url":"https://alion.io/job/span-field-support-engineer.json","meta":{"generated_at":"2026-09-23T10:49:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}