Job Overview
Location
Bengaluru
Job Type
Full-time
Category
Software Engineering
Date Posted
May 26, 2026
Full Job Description
đź“‹ Description
- • Serve as the Tier 3 escalation point for customer support issues, resolving technically complex product problems in the field with urgency and precision.
- • Collaborate directly with Tier 1 and Tier 2 support teams, engineering departments, customers, and installers to shepherd issues from identification to full resolution.
- • Use non-GUI tools such as SSH and CLI for advanced troubleshooting of SPAN’s hardware and software products.
- • Write and execute basic scripts and light code to query product data and internal databases for diagnostic purposes.
- • Analyze patterns across multiple customer sites to identify systemic issues and translate them into coherent problem statements for engineering teams.
- • Build and maintain deep technical expertise in SPAN’s products, including embedded electronics, power electronics, AC/DC systems, and connected devices.
- • Document troubleshooting procedures, solutions, and product knowledge to build and expand the team’s internal knowledge library.
- • Teach and mentor fellow Service Engineers through knowledge sharing and structured onboarding.
- • Participate in retrospectives and feedback loops with Customer Support and Engineering to improve processes, tools, and product reliability.
- • Propose improvements to internal tools, product design, or standard operating procedures based on field experience and data insights.
- • Maintain consistent coverage by coordinating with teammates to meet team-wide response and resolution targets.
- • Communicate effectively with both highly technical installers and non-technical homeowners, adapting tone and detail to audience needs.
- • Demonstrate empathy and customer orientation in every interaction, ensuring exceptional service delivery.
- • Embrace a generalist mindset, working across networking, electrical systems, IoT devices, and software platforms to resolve multifaceted issues.
- • Operate with a continuous improvement mindset, seeking ways to enhance efficiency, documentation, and team performance.
- • Work in a fast-paced startup environment with high ambiguity, leveraging scrappiness and resourcefulness to solve complex problems.
- • Maintain meticulous organization and reliability, ensuring commitments are met and follow-through is consistent.
- • Work in-office five days per week, Monday through Friday, during regular business hours (8 AM to 5 PM IST).
🎯 Requirements
- • 2+ years of experience as a service engineer, product support engineer, or similar role OR 2+ years of field experience as a PV/ESS and/or electrical installer
- • Experience using ticketing tools such as Zendesk, JIRA, or Salesforce
- • Proven ability to troubleshoot networking issues, IoT devices, or electrical installations
- • Strong problem-solving skills with a demonstrated ability to resolve complex technical issues under pressure
- • Excellent communication skills, with the ability to adapt messaging for both technical and non-technical audiences
- • Deep empathy for customers and a strong customer-oriented mindset
🏖️ Benefits
- • Generous paid leave
- • Comprehensive insurance and health benefits
- • Centrally located office in Bengaluru with easy access to public transit, dining, and city amenities
Skills & Technologies
Python
Linux
Onsite
About SPAN.IO, Inc.
SPAN.IO designs and manufactures smart electrical panels that replace traditional breaker boxes. The company’s hardware and software give homeowners real-time circuit-level control, monitoring and automation, enabling safer electrification upgrades such as solar, battery storage and EV charging without costly service-panel replacements. By turning each breaker into an intelligent switch, SPAN optimizes energy use, provides outage resilience and supplies granular data for utilities and installers.
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