Technical Support Engineer, North America (New York, US)

Technical Support Engineer, North America (New York, US)

Who We Are:

We believe in a future where daily transportation is emission-free and sustained by smart charging infrastructure. That’s why we’ve made it our goal to accelerate the adoption of electric mobility by bringing the most accessible and scalable charging solutions to the world. However, the transition from gas to electric cars will change a great deal of what we know about transportation. We’re going to need EV charging infrastructure that is accessible, reliable, and future-proof. Team Operations at EVBox is focused on streamlining the production and delivery process, and anticipating product improvements to help achieve a zero-emission future.

Who We’re Looking For:

We’re looking for a Technical Support Engineer to lead technical support for EVBox products in North America. This person will cover Hardware and Software troubleshooting and work with multiple stakeholders both internal and external.

The position will need extensive problem solving and communication skills. Understanding of electric vehicles and charging infrastructure is a plus.

Responsibilities:

Technical Support:

  • Deliver 2nd and 3rd line technical support
  • Register, give feedback and follow up on (technical) incidents and support issues related to EVBox products
  • Perform deep analyses of (technical) inquiries
  • Answer inquiries and provide technical information to internal staffs
  • Network integrations
  • Support and guide external service partners
  • Set-up and regularly maintain a knowledge base of common questions and issues related to products
  • Test new firmware releases on the basis of test protocols
  • Performing root cause analysis on new issues faced
  • Create and maintain a knowledge base for internal stakeholders
  • Training customers, partners and contractors on products and installations
  • Assisting in submitting RFQs and RFIs

Operations:

  • Deliver correct configuration and testing protocols for manufacturing
  • Providing feedback on quality related issues
  • Creating SOPs for testing and commissioning at manufacturing

Sales Operations:

  • Approve sales orders in Salesforce by checking if correct products were ordered and all information is completed. Liaison function between sales reps and customers

Hardware Development:

  • Test, think and give feedback to the development team on the shortcomings and new features needed to compete in the market

Pre-Sales Product/Solution Support:

  • Participate in sales meetings with potential customers and partners to explain the technical components of our solution.
  • Work with Marketing to develop some technical Customer facing materials related to product or service.
  • Test, think and give feedback on hardware development

Mentoring and Management:

  • Manage one or more technical support analysts to ensure that they are fully able to respond to and resolve the majority of client support queries
  • Training, coaching and mentoring Business Development Managers (BDMs) on the technical aspects of EVBox including the introduction of new products

Requirements

Qualifications:

  • Bachelor’s degree with an electronics background
  • 3+ years of experience in technical support, preferably in the industry
  • Experience with Salesforce is desired
  • Operations experience is a plus

Knowledge:

  • Embedded systems and software development
  • IOT devices
  • Electrical (Grid) knowledge is desired
  • Electric Vehicles and charging infrastructure

Skills:

  • Computer skills
  • Fluency in English (both spoken and written), Spanish or another language would be helpful
  • Project management skills
  • Client facing skills in a pre-sales capacity for hardware or software solutions
Apply for this job
  • Join our community for FREE today!

  • Create and share your own profile

  • Join the discussions

  • Publish your own items

  • Subscription to our Weekly eNewsletter

your benefits?

Get connected with parking professionals worldwide

Create your account

Sign in with LinkedIn Close

FREE membership benefits

  • * create and share your own profile
  • * join the discussions
  • * publish your own items on parking-net.commanage news, jobs, tenders, companies, events, showcases, educations, associations and literature.
  • * subscribe to our weekly eNewsletter
Add a job yourself