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Hardware Support Engineer

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Libertyville, IL, United States

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30+ days ago

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 are looking for:
For our team at EVBox North America in Libertyville , we're looking for a Technical (Hardware) Support Engineer to join our Second Line Support team . You will support questions raised by our partners, resolving more complex issues, escalating the issues with proper documentation to our Level 3 teams and coordinating corrective and preventive action plans with Level 3 engineering team. You will ensure proper support and development of technical competencies of our partners, provide the right level of visibility on support issues and resolution time, follow up on hot and cold loops.

Main responsibilities:
Performing root cause analysis on new issues faced

Resolve customer / partner's issues on charging hardware operations and installations

Track concerns and tasks and follow up on tickets in the available incident management system (salesforce)

Ensure proper escalation of issues and follow up

Document and follow-up with technical incidents including providing feedback to the relevant teams internally

Update knowledge base for internal stakeholders

Perform deep analyses of technical inquiries and provide feedback on hardware and firmware development

Develop a deep technical understanding of the product and its lifecycle

Collect and analyze suggestions for improvement from partners and customers

Escalate issues to level 3 and ensure success in expert interventions with the right logistics and diagnostics

Other duties as assigned by support department

Bachelor's degree in a technical field (electrical engineering, electronics, robotics or similar) or or equivalent combination of education and experience.

At least three (3) years of work experience in (technical) support roles, ideally within technology companies.

Experience in EV industry, electrical industry is highly preferred

Experience with embedded C, scripting languages, JSON, XML is a strong plus

Good understanding of customer support / call center operations (telephony, case management tools and processes)

Hands-on experience with development and/or support of cloud connected embedded hardware systems / IoT systems (i.e. alarms, smart meters, monitoring devices)

Knowledge of embedded systems, firmware and M2M communication standards and platforms

Strong ability to translate findings into an organized set of steps and accountabilities

Strong attention to detail and commitment to quality

Ability to influence and empathize with remote teams

Preparation and maintenance of efficient operational and logistical processes

Collect and analyze suggestions for improvement from partners and customers

Escalate issues to level 3 and ensure success in expert interventions with the right logistics and diagnostics

Excellent verbal, writing and typing skills

Working knowledge of Excel / Ticketing systems (Salesforce preferred)

EVBox is an Equal Opportunity Employer. EVBox does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by applicable law. We celebrate diversity and are committed to creating an inclusive environment for all employees.