Customer Service Specialist

S e n i o r C u s t o m e r S o l u t i o n s S p e c i a l i s t ( T a p e s t r y )

Product Management Mountain View, CA (HQ)

About the team:

Tapestry, is X’s moonshot for the electric grid . We are a team of software engineers, power systems experts and clean energy geeks who are impatient to tackle climate change head on through our energy system. Tapestry is on a mission to make the world’s electric grid visible so everyone, everywhere can access clean, affordable and reliable energy. We are working with partners around the world to create AI powered tools that will help everyone who works with the grid build and manage a carbon-free and secure electricity system.

About the role:

Tapestry is building the digital backbone for the future of the electric grid. We are seeking a new team member to lead technical delivery of Tapestry’s products to utilities, grid operators, and energy market participants around the world. You will be responsible for taking our technology platform and making it work within the complex, data-heavy reality of our customers’ environments.

Tapestry’s customer solutions engineering team is a project-focused, technical strike team. As a specialist, you are a power systems expert responsible for time-to-value. You will manage ingestion and transformation of complex grid data, resolve modeling discrepancies, and deliver fully functional products to customers.

How you will make 10x impact:

• Deploy Tapestry products to our customers
• Train user groups on products, ensuring they move from access to adoption quickly
• Support ingestion, cleaning, and transformation of large-scale utility datasets and grid models to the Tapestry platform
• Leverage deep technical expertise to resolve complex topology errors and powerflow modeling discrepancies alongside engineering, data science, and power systems teams.
• Feed learnings from new customer onboarding back to Tapestry’s product roadmap
• Develop new playbooks for our products based on customer deployments to accelerating speed-to-impact across Tapestry
• Lead special projects that don't fit the standard deployment box

Conduct technical screening

• Conduct technical due diligence on prospective customers and their data to assess readiness for Tapestry’s products, including evaluating the quality and completeness of grid models and utility datasets.
• Assess customer grid modeling practices and software compatibility to estimate the complexity and timeline for successful onboarding
• Identify potential modeling blockers or data gaps early in the pre-sales process to set realistic expectations for integration
• Partner with sales and business development teams to translate technical assessments into actionable project plans and business risk evaluations
• Design and execute experiments to validate new use cases or test entry into new markets

Who You Are

You have a strong power systems background, thrive working closely with sophisticated enterprise partners and love solving the puzzle of grid data. You understand that digital solutions for utilities are only as good as the models and data feeding them. You have the technical depth to perform hands-on modeling and the communication skills to translate complex engineering challenges into actionable delivery plans for both internal teams and external partners.

• Mindset: You are comfortable working with ambiguity. If a customer sends a corrupted file, you don't wait for a ticket—you figure out how to parse it.You are outcome-oriented.
• Power Systems Expertise: Deep technical knowledge of grid models, powerflow analysis, software commonly used by utility planning departments, and the physical constraints of transmission and distribution networks.
• Data fluency: Experience with data transformation and scripting and an understanding of utility datasets.
• Customer Presence: You can sit in a room with utility engineers and planners and speak their language, gaining their trust as a peer and expert.

What you should have:

• 5+ years of experience in power systems engineering, with a focus on grid data, modeling, simulation, or the technical implementation of planning software.
• Proven experience delivering complex technical projects to external clients.
• Expertise in working with physical grid data (GIS), electrical grid data formats (e.g., CIM, PSS/E, CYME, DIGSILENT) and performing technical model validation.
• Ability to translate complex technical blockers into business risks for Tapestry teams.

Tapestry Values

• Take charge: We take initiative and own outcomes that move the mission forward.
• Transform with purpose: We build solutions that solve real problems and create meaningful impact.
• Be a Tapestry, not a thread: We collaborate across diverse skills and perspectives to achieve more than we can individually.
• Always fine-tune: We stay curious, seek feedback, and refine our understanding as we learn.
• Stay grounded: We listen openly, value different perspectives, and stay focused on what matters most.

The following areas are handled by cross-functional partners:

• Core Software & Automation Development: Use and provide feedback on the tools, and not responsible for writing production code to build the underlying platform or automate the pipeline infrastructure.
• Upstream Data Sourcing & Commercial Relations: Managing the initial commercial relationship with utilities or navigating the legalities of data sharing remains with the Partnerships and Data Science team.

What we offer:

A culture that supports growth, ownership, and meaningful impact, along with...

• Competitive salary and equity
• Medical, dental, and vision coverage
• Generous PTO and flexible hybrid work model
• 401(k) with employer contribution
• The ability to work on important real-world problems within an Alphabet-backed environment

The US base salary range for this full-time position is $163,000 - $245,000 + bonus + equity + benefits. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

An Equal Opportunity Workplace

At X, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.