Technical Support Engineer

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Essen, Germany

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30+ days ago

Technical Support Engineer

Location: Essen, Bordeaux, Paris or Amsterdam and from home

As a Technical Support Engineer, you will be part of the Support team that is responsible for solving customer problems related to EV charging and ensure efficiency and quality of our response.

About EVBox

We are the world leader in electric vehicle charging infrastructure and cloud-based charging management platforms. With more than 250,000 charging points installed worldwide, and more than 2,000 fast chargers in 70 countries, EVBox powers sustainable mobility by providing reliable charging solutions around the world.

In 2017, we were acquired by ENGIE and in 2018, we acquired the Bordeaux-based manufacturer of ultra-fast charging stations, EVTronic, adding 700 fast charging stations to our European network.

Today, with projects across Europe and America, we continue to improve the original recipe with a new generation of efficient, scalable and easy-to-use charging solutions. We empower forward-thinking businesses to build a sustainable future by providing flexible and scalable electric vehicle charging solutions.

You'll be contributing to the way our innovative charging solutions are designed, built, and maintained. At every stage, our solutions need to be in peak condition to make electric mobility easy and affordable for businesses and drivers around the world.

Unfortunately, we are unable to offer this role to anyone not currently able to live and work in the EU. We can not provide visa sponsorship for this vacancy.

Job description

We're looking for Technical Support Engineers to join our AC Support team. Once you're successful in this role you will be passionate about providing a high level of technical support for Charging Stations with a variety of complex issues across our AC product line. Reliably delivering and ensuring proper support and development of technical competencies of our partners, you will provide the right level of visibility on support issues and resolution times.

You will be part of the Second Line Support team that is responsible for supporting questions raised by our supplier and installation partners, resolving more complex issues, escalating the issues with proper documentation to our L3 teams and coordinating corrective and preventive action plans with the L3 Engineering team.

Your main responsibilities will include:

  • Track concerns and tasks and follow up on tickets in the available incident management system (Salesforce)
  • Resolve customer / partner issues on charging hardware operations and installations
  • Resolve customer / partner issues on our software systems
  • Performing 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
  • Communicate with installers and partners per e-mail and telephone
  • Document and follow-up with technical incidents including providing feedback to the relevant teams internally (i.e. Quality, Supply Chain, L3 Support, Project Management)
  • Develop a deep technical understanding of the product and its lifecycle

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

What we'd really like more of in the team:

  • Bachelor's degree in a technical field (electrical engineering, electronics, mechanical engineering or similar)
  • Fluency in English and one of the following: German or French
  • At least 3 years of work experience in (technical) support roles (ideally within technology / energy / electrical / automotive companies)
  • Some experience working with hardware
  • Any experience with cloud connected embedded systems, or programming / scripting languages (i.e. embedded C, JSON, XML) is a advantageous (but not mandatory)
  • Good understanding of customer support / call center operations (telephony, case management tools and processes)
  • Some previous experience with ticketing systems is advantageous (i.e. Salesforce)
  • Strong attention to detail and commitment to quality
  • Strong customer-centric mindset, willingness to help others
  • Ability to influence and empathize with remote teams

What We Bring To The Table:

  • Contributing to a sustainable future
  • A competitive salary ... meaning, we pay what the role and your experience is worth in the relevant location. That could be anywhere around a 45-65k range, but we try not to rule anyone in or out purely on salary. If you think this might be the right role for you, get in touch!
  • Flexible working patterns

That's not all. We understand that everyone is different, our benefits package is always being reviewed, but currently we offer a range of voluntary benefits aimed to suit every lifestyle:

  • Holiday Swap (2 days): option to swap 2 Dutch public holidays for 2 other (paid) days off.
  • Access to learning platforms and personal development support
  • Work from abroad for 4 weeks
  • Up to 3 days remote working, including working from home allowance of EUR 2 net per day (actual amount of days per week in consultation with your manager)
  • Budget of 600euros to set up your home office

Are you passionate about the EV industry? Do you have an interest in renewable resources, new sustainable technologies, and clean future-proof products? Our growth and success are driven by the passion and dedication of everyone here at EVBox.

Across our 13 locations, more than 700 EVBoxers work together to provide electric vehicle charging solutions that help businesses move forward. Are you ready to join them? Hit apply. Want us to know why you're interested - a short cover letter always helps!

EVBox is an Equal Opportunity Employer. We guide ourselves using three values: being passionate, being reliable, and being human. EVBox celebrates diversity and is committed to providing an environment of mutual respect where all employment decisions are based on qualifications, merit, and business need.

EVBox will retain your personal data collected through the application process for 1 year after the position is filled in case of rejection. You can request your data to be deleted at any time. Please read here how EVBox processes your personal data.

EVBox will retain your personal data collected through the application process for 1 year after the position is filled in case of rejection. You can request your data to be deleted at any time. Please read here how EVBox processes your personal data.