Manager, eMSP and OCPI Operations

Summary

Join ChargePoint, a leader in the EV charging industry, and contribute to building a sustainable future. This role is crucial for expanding our technical operations team in North America. You will provide L2 and L3 technical support, manage incident resolution processes, and collaborate with cross-functional teams. The position requires experience in B2B technical support, strong communication skills, and database knowledge. While a technical educational background is preferred, it's not mandatory. The location is flexible, offering options in Detroit, MI, or remote on the East Coast.

Requirements

• Have 3-5 years of B2B work experience in an engineering, technical support, or other technical role ideally for a SaaS company or within the automotive, energy or Cleantech industry
• Possess excellent communication skills in English, both written and spoken
• Have a good understanding of databases (SQL) and of software systems, including the ability perform detailed queries
• Demonstrate affinity for e-mobility and sustainability topics
• Show passion for solving complex problems
• Possess a process and analytical mindset
• Be willing to travel internationally occasionally for workshops with internal stakeholders, partners, or customers (including to Europe)

Responsibilities

• Provide L2 and L3 technical support, triaging issues raised by partners, drivers, customers and internal stakeholders, and conducting deep analysis of relevant topics, including detailed log analysis and database queries
• Perform system monitoring – receiving system alerts and observing system monitoring, notifying stakeholders of production incidents as relevant
• Support the creation of, and manage, a production bug / incident ingests and triage process
• Own a partner technical support portal, ensuring resolution / timely handoff of issues raised
• Manage team documentation, including of an internal knowledge center
• Work with stakeholders to write up incident root cause analyses
• Communicate with partners and customers as needed, both on calls and in email / Jira format
• Work with our applications engineering, OCPI onboarding, product management, and other stakeholders to configure and update API configurations with partners

Preferred Qualifications

• Have experience working in cross-functional teams
• Have the capacity to build expert knowledge of our public charging APIs and the products that depend on them
• Possess a customer-centric and problem-solving mindset, with a willingness and ability to own problems to their resolution
• Have a technical educational background
• Demonstrate ability to work with software tools such as Salesforce, Jira, Confluence, and Excel
• Have experience with tools such as Snowflake, Tableau, Grafana, Kibana and/or similar platforms
• Have previous knowledge or experience of interacting open-source API protocols (specifically, but not limited to OCPP or OCPI)
• Possess excellent communication skills in Spanish or French