Eric Crouch
Sr. Technical Support Engineer at Tesla
- Role
- Sr Technical Support Engineer at Tesla
- Location
- Covington, LA, US
- LinkedIn followers
- 500 followers
Experience
Sr Technical Support Engineer
Nov 2021 — Present · Austin, TX, US
Manage and distribute ticket requests amongst the commercial half of the Industrial storage fleet.• Escalation POC for all microgrid-related issues.•Work through group-based ticketing queues while managing individual workload• Acknowledge urgent emails from various internal technical and engineering teams• Respond to live help requests from technical teams via chat platforms• Follow best practices in case handling, follow-up, and documenting interactions and work performed with great detail• Become highly knowledgeable in the technical operation and complexities of Tesla’s energy products• Become a subject matter expert (SME) in all things Tier 2• Address VIP escalations with SME-level knowledge and precision• Build proposals for technical projects and initiatives that will have strong impact on how things are accomplished• Represent the Tier 2 team for new products and features• Light project management as a primary stakeholder in directly impactful organizational initiatives• Understand and troubleshoot proprietary power electronics systems and their supporting components• Read and understand single-line diagrams as they pertain to PV and storage systems as well as load and meter component placement• Utilize command line interface to connect to devices, download logs and edit text files (Linux, SSH, SCP, VI)• Review operational logs in proprietary and non-proprietary applications• Review software logs either locally or remotely via command line interface• Collaborate with engineering teams to assist in root cause analysis (RCA) efforts• Identify trending issues, collect information and report findings to leadership and engineering teams• Identify process and knowledge gaps and submit feedback that leads to better training and resources
Education
Hochschule München University of Applied Sciences
Engineer’s Degree, Automation Engineer Technology/Technician
2015 — 2016
Louisiana State University
Bachelor’s Degree, Mechanical Engineering
2012 — 2018
Skills
- Leadership
- Microsoft Powerpoint
- Customer Service
- Microsoft Word
- Microsoft Excel
- Public Speaking
- Microsoft Office
- Research
- Management
- Engineering
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