Job Overview
Join our technical support team as a **Level 2 Remote Support Engineer** specializing in electric vehicle (EV) charging systems. This role focuses on monitoring, troubleshooting, and maintaining high-power charging infrastructure while delivering excellent customer service.
Key Role Details
- Position Type: Full-time, On-Site
- Industry: Electric Vehicle Infrastructure
- Location: Charlotte, North Carolina
- Department: Service Operations
Primary Responsibilities
- Technical Support
- Serve as primary contact for customer technical inquiries
- Manage and resolve complex charging system issues
- Monitor charging infrastructure performance
- Diagnose and resolve technical problems remotely
- Service Level Management
- Meet internal and customer SLA requirements
- Escalate complex issues to Level 3 support when needed
- Coordinate with on-site support teams
- Support field technicians during interventions
- System Improvement
- Contribute to internal software development
- Enhance service delivery efficiency
- Monitor and detect system anomalies
- Implement technical solutions
Qualifications
- 2-7 years of related experience
- Bachelor's degree in Computer Science, Electrical Engineering, or related field
- Linux system administration knowledge
- MS Office proficiency
- Experience with electrical systems or understanding of DC fast charging systems
- Technical customer support background is a plus
- ITIL, Full-Stack development, or DevOps experience is a plus
- Knowledge of charging station components
- Analytical thinking and systematic problem-solving skills
- Customer-centric mindset with clear communication abilities
- Time and resource management
- Safety awareness
- Willingness to work shifts
- Available for on-call rotation on weekends
- Commitment to service quality
Benefits
- Overtime eligibility
- 5% bonus based on company and individual performance
- Medical Benefits with cost assistance.
- Vision
- Dental
- Life Insurance paid by employer
- Disability
- Flexible Spending Accounts (FSA/HSA)
- PTO (minimum 16 days)
- Company holidays
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*Position duties may be subject to change based on company needs.*
Keywords: EV Charging Support, Technical Support Engineer, Remote Support, DC Fast Charging, Customer Service, Infrastructure Monitoring, Technical Troubleshooting, DCFC
