Technical Training & Quality Instructor, Residential Energy
Tesla's mission is to accelerate the world's transition to sustainable energy. Residential energy products enable customers to generate, store, and consume sustainable energy. This role sits within Residential Technical Support and drives agent capability, knowledge quality, and customer outcomes across the region.
About the Team
The Residential Technical Support team is committed and fast-paced. As a team member, you will help maintain Tesla’s residential energy fleet to ensure an excellent customer experience and best-in-class availability. You must have a genuine passion for technology and a drive to solve challenges that will transform the world’s energy infrastructure. This role thrives in a fast-paced, entrepreneurial environment with a high degree of self-sufficiency.
Role Overview
The Technical Training & Quality Instructor balances three equal pillars: technical training, quality & performance insight, and technical writing. You design and deliver training, analyse tickets and analyse CSAT call drivers to upskill agents, and
own clear, accurate knowledge content — so agents resolve issues confidently and customer experience improves.
Responsibilities
Technical Training
-
Design and deliver technical training for new hires and existing agents on products,troubleshooting, tools, and customer handling.
- Run upskilling programmes that close skill gaps identified from quality, tickets, and CSAT insights.
-
Partner with global training and local stakeholders to keep curriculum current with product and process change.
Quality & Performance
-
Analyse service tickets and interaction data to identify recurring issues, knowledge gaps, and root causes affecting resolution quality.
-
Analyse CSAT and call drivers; prioritise top drivers and turn findings into coaching, process, or content actions for internal and external stakeholders.
- Track above metrics and give structured feedback that improves agent performance and customer experience.
Technical Writing & Knowledge
- Own and maintain the internal knowledge base for residential energy process, software, and product content.
-
Work with SMEs to gather accurate information and write clear procedures and articles for agent audiences.
-
Edit to style standards, validate accuracy through review, and keep content current as products and processes change.
Requirements
-
Experience across technical training, quality or performance analysis in a support environment, and technical or process writing.
-
Ability to analyse tickets, CSAT, and call drivers and convert insights into upskilling, coaching, and knowledge updates that improve CSAT and quality.·
- Clear technical writing: concise procedures, style-guide discipline, and SME collaboration.
- Technical aptitude to learn energy products and systems quickly and explain them simply.
- Excellent analytical and problem-solving skills, with the ability to manage complex information and make data-driven decisions.
-
Highly organized, self-driven, and reliable, with strong attention to detail and follow-through on tasks; structured and professional written and verbal communication skills
-
Business fluent English is a big plus.
- Proficiency in Excel and strong data analytics skills.
