Associate Technical Support Engineer

Summary

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Requirements

• Tenacious commitment to customer focused support
• Comfort with making complex decisions and excited by 'thinking outside the box
• Ability to read and understand site drawings, field repair guides and product specifications
• Exceptional troubleshooting and advanced analytical thinking skills for complex issue resolution between hardware/software components
• Ability to accurately convey complex concepts in easily digestible communications both verbally and in writing
• Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations
• Create test plans, test cases, and other documents based on software expectations and specifications
• Account management skills including investigating and understanding current and historical issues for specific accounts
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
• Ability to work effectively and complete tasks/projects with minimal supervision
• Open communicator, ability to give and receive actionable feedback
• Proactively identify areas of product improvement including design enhancements, failure analysis, and quality control
• Focuses and guides self in accomplishing work objectives
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
• Strong communication, interpersonal, motivational, and organizational skills
• Networking fundamentals (TCP/IP, M2M communications, etc.)
• Cloud based management platform and application support
• Documentation and creating knowledge articles
• Capture serviceability and supportability requirements to improve support deliver to customers
• Good understanding of computer systems, mobile devices and other tech products
• Ability to work with hardware and software engineering on problem resolution
• CRM tools such as Salesforce
• Ability to provide step-by-step technical help, both written and verbal
• Jira or other bug management tools
• Additional certification in Microsoft, Linux, networking or similar technologies is a plus
• Fresher or minimum 1 year of experience as a Technical Support Engineer, providing phone support for complex hardware or software solutions
• Working experience, certifications, or bachelor’s degree in technical field
• Excellent English communication is must

Responsibilities

• Provide technical and network problem resolution to end-users by diagnosing issues and engineering solutions
• Adjusting network configurations, verifying and applying proper software configurations
• Working with field technicians to troubleshoot and correct physical installation issues
• Compiling, pulling, and parsing various station and network logs
• Communicating technical solutions in a user-friendly, professional manner