Senior Technical Support Engineer

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Essen, Germany

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30+ days ago

Job Description:

We're looking for a Senior Technical Support Engineer to join our Support team. To be successful in this role you should be passionate about providing a high level of technical support for Charging Stations across a wide array of complex issues across our AC product line. You should be able to reliably deliver results and ensure proper support and development of our partners' technical competencies, providing the right level of visibility on support issues and resolution time. This can be primarily a remote job (90%), with some travel needed to our offices (10%). If you prefer to go into the office more, that is up to you.

You will be part of the Global Second Line Support team that is responsible for supporting questions raised by our L2 Support Engineers. You will be working in our L2.5 Technical Support team, which is responsible for resolving the most complex issues from L2, escalating the issues with proper documentation to our L3 teams and coordinating corrective and preventive action plans with the L3 Engineering team. You will be the link between L2 and L3 and one of your main responsibilities will be implementing L3 knowledge at L2 by collaborating with the Training department and Knowledge Management. Additionally, you will be responsible for building up the technical knowledge from L2 Engineers as well as ensuring that processes and procedures are always fully up to date.

Your main responsibilities will include:

  • Track concerns and tasks, and follow up on tickets in the available incident management system (Salesforce)
  • Assure that key escalations resolved
  • Perform root cause analysis on new issues faced
  • Perform deep analyses of technical inquiries and provide feedback on hardware and firmware development
  • Ensure proper escalation of issues and follow up
  • Ensure that technical incidents are properly documented and followed-up on, including providing feedback to the relevant teams internally (i.e. Quality, Supply Chain, L3 Support, Project Management, Training and Knowledge Management)
  • Ensure that the team develops a deep technical understanding of the product and its lifecycle
  • Provide detailed statistical feedback on performance
  • Ensure the right coverage is available to manage workload according to our KPIs

You'll be leaving your mark in this important field for a sustainable future.

What you'll bring to the team

  • Bachelor's degree in a technical field (electrical engineering, electronics, mechanical engineering or similar)
  • Fluency in English required. Another European language (French, German, Dutch, Norwegian, Spanish) is considered a plus.
  • At least 5 years of work experience in (technical) support roles (ideally within technology / energy / electrical / automotive companies)
  • Some experience working with hardware

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