Technical Support Specialist – EV & Energy Solutions

Smappee; Harelbeke; On-site; EUR 42,000 - 62,000; Full time

Job summary

Jobtailor is seeking a technically skilled professional to provide 2nd line support to installers and partners in Belgium. You will troubleshoot during installation or configuration, guide customers, and become fluent in our hardware and software products.

You will interpret communication protocols (Modbus, MQTT, OCPP) to diagnose issues, manage RMAs, and collaborate with R&D and Sales to improve products and documentation.

Qualifications

• Degree in electrical engineering or electromechanics (or equivalent experience).
• Experience in a technical support role is a big plus.
• Affinity with electrical installations and IT/networks; able to diagnose problems quickly.

Responsibilities

• Provide 2nd line support to installers and partners via ticketing system, telephone and e-mail.
• Troubleshoot and debug on-site during installation or configuration of products.
• Answer technical questions and guide installers in solving end-customer issues.
• Get to know hardware and software products to confidently advise customers.
• Interpret and analyse Modbus, MQTT, OCPP, and similar protocols to identify root causes.
• Manage and follow up on RMA processes with relevant teams.
• Train and coach internal colleagues to raise technical knowledge and service quality.
• Collect and analyse customer feedback to address recurring issues.
• Collaborate with R&D and Sales to enable product improvements and update technical documentation.

Skills

2nd line support

Troubleshooting

Electrical installations

IT networks

Time management

Team player

Dutch/French/English

Renewable energy

Education

Bachelor's degree in electrical engineering or electromechanics

Job description

Responsibilities

• You will provide 2nd line support to installers and partners via a ticketing system, by telephone and by e-mail.
• When Smappee installers encounter problems during the installation or configuration of our products, you will actively help to find solutions through hands‑on troubleshooting and debugging.
• You will support our installers and partners by answering technical questions and guiding them in solving problems experienced by their end customers.
• You will get to know our hardware and software products thoroughly so that you can confidently advise and support our customers.
• You will interpret and analyse communication protocols (e.g. Modbus, MQTT, OCPP, etc.) to identify the root cause of technical issues.
• You will manage and follow up on RMA processes, ensuring smooth handling of returned products and close communication with relevant teams.
• You will train and coach internal colleagues to strengthen their technical knowledge and ensure consistent service quality.
• You will collect and analyse customer feedback to identify and address recurring issues.
• You will work closely with the R&D and Sales departments to enable product improvements and contribute to technical documentation.

Requirements

• You have a degree/bachelor's degree in electrical engineering, electromechanics or equivalent through experience.
• Experience in a technical support role (preferably 2nd line) is a big plus.
• You have an affinity with electronic installations or possibly IT, networks, and can diagnose problems quickly.
• You can handle time pressure well and set the right priorities when handling tickets.
• You enjoy working in a team and with customers and are a real problem solver.
• You have excellent communication skills in Dutch or French and English.
• You have a “green” heart and believe in renewable energy.