12 Technical Support jobs in Tooele

• Provide advanced technical support and troubleshooting for our cloud infrastructure services, including compute, storage, networking, and managed databases.
• Diagnose and resolve complex customer-reported issues related to performance, availability, and functionality of cloud services.
• Act as a subject matter expert (SME) for our cloud platform, assisting customers with configuration, best practices, and optimization.
• Collaborate with engineering and product teams to identify root causes of issues and drive product improvements.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Proactively monitor customer environments to identify potential issues and provide preventative solutions.
• Manage customer escalations, ensuring timely and effective resolution of critical incidents.
• Conduct technical training sessions and webinars for customers and internal teams.
• Contribute to the continuous improvement of support processes and tools.
• Participate in on-call rotation to provide 24/7 support for critical customer issues.
• Analyze support trends to identify recurring problems and provide feedback for product development.
• Build and maintain strong, positive relationships with customers, fostering loyalty and advocacy.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Minimum of 5-7 years of experience in technical support or system administration, with a strong focus on cloud environments (e.g., AWS, Azure, GCP).
• Deep understanding of Linux/Unix operating systems and Windows Server administration.
• Proficiency in networking concepts (TCP/IP, DNS, HTTP/S, firewalls).
• Experience with containerization technologies (e.g., Docker, Kubernetes) is highly desirable.
• Strong troubleshooting skills and experience with diagnostic tools.
• Excellent problem-solving abilities and a methodical approach to resolving technical challenges.
• Outstanding communication, interpersonal, and customer service skills.
• Ability to work independently and manage time effectively in a fully remote setting.
• Experience with scripting languages (e.g., Bash, Python) for automation is a plus.
• Relevant cloud certifications (e.g., AWS Certified SysOps Administrator, Azure Administrator Associate) are advantageous.

• Deliver outstanding educational support via phone and chat, helping customers understand basic vehicle functions, information about the delivery process, and Tesla self-help resources
• Clearly guide customers toward available self-service tools, such as self-help websites and the Tesla app
• Conduct initial probing and basic troubleshooting to quickly assess customer concerns and resolve straightforward issues
• Utilize internal systems to effectively route calls and inquiries to appropriate departments or escalate based on defined criteria
• Accurately document interactions and customer data within Tesla's CRM and Vehicle Support systems

• Minimum 2 years of relevant customer-facing experience
• Exceptional customer service, educational, and communication skills (both written and oral)
• Ability to quickly learn and educate customers on basic automotive features and technologies
• Comfortable navigating multiple internal systems, MS Office, and web-based applications
• Flexibility in scheduling; ability to work varied shifts within operational hours of Mon-Sun 5am-10pm as business requires
• Enthusiasm for continuous learning and clear motivation to grow into more complex customer support roles at Tesla
• Must have a valid State ID or driver's license
• For roles working in CA, CO, HI, ID, MD, MS, NV, NC, OH, PA, TN, UT, VA, DC: This role requires you to possess a Motor Vehicle Salesperson License issued by the State Department of Motor Vehicles. Without the salesperson license, you cannot engage in sales activities. To check if you are eligible for the salesperson license, please contact the DMV in your state of employment

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D, short-term and long-term disability insurance
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program

• Addressing and resolving high-priority customer issues with speed and efficiency.
• Providing in-depth technical support and guidance to customers across various platforms.
• Documenting customer interactions, issues, and resolutions accurately in our CRM system.
• Developing and maintaining comprehensive knowledge base articles and FAQs.
• Collaborating with other departments, such as product development and sales, to address customer feedback and needs.
• Training and onboarding new customer support representatives.
• Analyzing support trends to identify areas for process optimization.
• Ensuring adherence to service level agreements (SLAs) and customer satisfaction targets.
• Participating in team meetings and contributing to a positive and productive work environment.
• Staying updated on product knowledge and industry best practices.

• Answer any client payment questions that come in, and redirect to the correct team when necessary
• Partner with the finance team to ensure payment escalations are being resolved
• Anticipate and resolve customer issues in a professional and timely manner
• Provide superior customer service and remote troubleshooting assistance
• Take ownership of customer issues and be the customer advocate
• Develop sound understanding of Canopy's current and upcoming features
• Identify opportunities to answer questions, even before they are asked
• Explain step-by-step instructions and assist users in navigation through software
• Drive value to customers by informing them of new resources and products that will make an impact on their businesses
• Maintain a positive and patient attitude with all customers
• Coordinate cross-functionally for technical and account level issues
• Help improve processes across the support organization
• Identify expansion opportunities and work with the Customer Success Managers to work those expansion opportunities.
• Identify opportunities to implement training best practices with customers and take action as necessary.
• Support other Tier 2 Support issues, as requested by your manager

• 3+ years of customer support experience in a tech environment
• A self-starter with a desire to take ownership of the role and above responsibilities
• Tech-savvy with the ability to learn software and new tools quickly
• Organizational skills, creativity, and a solution-oriented focus
• Willingness to learn about tax resolution industry and IRS forms as they relate to the software and its functions
• Excellent written and verbal communication skills in the English language
• Ability to pivot with a growing company and accept new challenges
• Be able to type at 50 wpm or faster

• Previous payments or billing experience
• 2-3 years experience in a customer-centric environment
• Experience in the accounting & tax software space

• Once your application is received, we will review it and get back to you if we feel like it's a mutual fit!
• 20 minute phone call with the People Team
• 45-60 minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews depending on the role
• Final Interview