• Be responsible for the ticket throughout its entire lifecycle, including follow-ups (strong focus on communication with the customer). • Provide second-level support with product- or process-specific knowledge. • Review, publish, and retire knowledge base articles. • Collaborate with the Level 1 (L1) team to improve first-contact resolution rates. • Troubleshoot tickets assigned by the Service Desk. • Participate in application-related ceremonies. • Support testing to prepare new features. • Create and update: - Onboarding guides (Getting Started) - Guides in Pendo - Chatbot scripts - Documentation updates in response to product or process changes.

• Own the performance and availability of inverter and BESS systems across the fleet. • Drive the resolution of major failures, sustained underperformance, and serial defects. • Track and analyze performance and reliability metrics to identify emerging risks. • Provide advanced troubleshooting support for complex inverter, BESS, and AC system issues. • Translate field observations into clear problem statements and actionable solutions. • Support O&M teams with structured troubleshooting and escalation. • Serve as the primary engineering interface with inverter and BESS OEMs and service providers.

Role Description The Autonomy Analytics team is responsible for evaluating the performance of our autonomous software using data, statistics, and machine learning. Combining data from real-world testing with our extensive simulations, our team builds the metrics and analytics that ensure our product is safe, reliable, and delights our customers. What you’ll do: - Translate loosely defined questions into clear requirements, metric definitions, and analytical deliverables - Partner closely with software development teams, test engineering, product, and analytics partners to understand needs and deliver trusted data products - Build and maintain scalable data models in Google BigQuery and similar cloud data platforms to support reporting, analysis, and operational decision-making - Develop dashboards and lightweight data applications in Apache Superset, Plotly Dash, or similar tools for technical and business stakeholders - Investigate source data, identify quality issues, and implement durable fixes that improve accuracy, consistency, and reliability - Create reusable datasets, testing practices, and documentation that strengthen trust in data and improve self-service access - Balance near-term dashboard development with long-term data modeling work to support both speed and scale - Communicate findings, assumptions, and tradeoffs clearly to internal stakeholders and external platform or data partners as needed Qualifications - Bachelor's degree in Computer Engineering, Computer Science, Electrical Engineering, Robotics or a related field and 4+ years of relevant experience (or Master's degree and 2+ years of relevant experience, or PhD) - Experience building and maintaining analytics-ready data models in Google BigQuery or a similar cloud data warehouse - Experience using dbt or a similar data transformation framework to develop tested, documented, and maintainable data pipelines - Experience designing dashboards and analytical applications in Apache Superset, Tableau, or similar reporting and visualization tools - Strong SQL skills, including complex transformations, data validation, and query optimization - Experience with Python for data analysis and application development, including the ability to contribute to and maintain Plotly Dash dashboards - Demonstrated ability to succeed in ambiguous environments by defining requirements, shaping metrics, and creating structure from incomplete problem statements - Experience partnering with software development, test engineering, product, or similar cross-functional teams to deliver measurable outcomes - Strong foundation in data modeling, dashboard design, documentation, and quality assurance practices - Strong written and verbal communication skills with the ability to explain analytical concepts and findings to varied audiences Requirements - Experience supporting autonomous vehicle development or other complex hardware and software products - Experience working with telemetry, operational, or product usage data at scale - Experience building shared metrics and self-service reporting solutions for engineering and product organizations - Experience with front-end technologies such as HTML, CSS, JavaScript, or React to support customization and enhancement of data applications and dashboards Benefits - Competitive compensation packages - High-quality individual and family medical, dental, and vision insurance - Health savings account with available employer match - Employer-matched 401(k) retirement plan with immediate vesting - Employer-paid group term life insurance and the option to elect voluntary life insurance - Paid parental leave - Paid medical leave - Unlimited vacation - 15 paid holidays - Daily lunches, snacks, and beverages available in all office locations - Pre-tax spending accounts for healthcare and dependent care expenses - Pre-tax commuter benefits - Monthly wellness stipend - Adoption/Surrogacy support program - Backup child and elder care program - Professional development reimbursement - Employee assistance program - Discounted programs that include legal services, identity theft protection, pet insurance, and more - Company and team bonding outlets: employee resource groups, quarterly team activity stipend, and wellness initiatives

Investigate security events, create and maintain threat detections, enhance incident response processes, and coordinate multi-functional responses during security incidents while researching new detection mechanisms and presenting findings.