Senior Technical Support Engineer
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Job Description
Senior Technical Support Engineer resolving complex technical issues in EV charging systems. Leading support initiatives and collaborating with engineering teams for effective solutions.
Responsibilities:
- Leverage your technical expertise to identify and resolve complex network, software, and hardware issues, including those involving third-party integrations (e.g., roaming, cellular service).
- Deliver exceptional support and demonstrate empathy while managing projects with engineering teams, electric vehicle manufacturers, high-profile customers, corporate accounts, fleet managers, field technicians, station owners, and drivers.
- Continuously develop your skills by learning new products, services, and innovations within ChargePoint and the EV charging industry.
- Work in a highly organized manner, remain flexible, and effectively prioritize tasks as new issues arise.
- Communicate through our case management system and maintain open, transparent dialogue with internal and external stakeholders via email, phone, video calls, and messaging platforms.
- Coordinate charger installation and repair with field service partners and assist customers with activation and configuration.
- Act as a customer advocate, representing their voice within ChargePoint and the Owner Support team.
Requirements:
- Minimum of 4 years’ experience in a customer service or technical support role, with strong knowledge of customer service principles and practices.
- In-depth understanding of the EV and charging industry, including EV batteries, EVSE hardware/software, and the interaction between vehicles, charging stations, and electrical infrastructure.
- Ability to stay current on technical and professional skills through self-learning or formal training.
- Proven ability to set high performance standards for yourself and others, with experience coaching teammates when needed.
- Comfortable making decisions, thinking creatively, and taking accountability for outcomes.
- Skilled at identifying technical issues that impact customer satisfaction and proactively resolving them, including handling challenging conversations.
- Self-motivated, adaptable, and decisive, with the ability to manage multiple tasks/projects independently under tight deadlines in a remote environment.
- Willingness to work outside normal office hours as required.
- Bachelor’s degree in a technology-related field or equivalent experience.
Benefits:
- ChargePoint is committed to fair and equitable compensation practices.
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