Technical Customer Support L2 (Italian Speaking)

Wallbox Chargers, S.L.; Barcelona; Híbrido; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading energy technology company located in Barcelona is looking for a Service Engineer to support L1 service requests and handle complex technical issues. The role involves collaborating with Engineering and Product teams, as well as providing guidance to L1 agents to enhance service delivery. Candidates should possess strong embedded systems knowledge and excellent interpersonal skills, with fluency in Italian and a good command of English. This position offers flexible working hours and a hybrid work schedule.

Servicios

Flexible working hours

Hybrid work schedule

Private health insurance

Flexible compensation tickets

Discounts on EV cars

Formación

• Proficient in remote connection to embedded systems.
• Strong experience with ticketing and reporting systems.
• Willingness to travel based on business needs.

Responsabilidades

• Handle complex technical issues from L1 agents.
• Coach the team and share best practices.
• Identify and propose updates to Knowledge Base.

Conocimientos

Embedded systems knowledge

Analytic vision

Excellent interpersonal skills

Fluent Italian

Good command of English

Herramientas

Salesforce

Jira

ITIL certification

Descripción del empleo

Present in 96 countries, we are dedicated to changing the way the world uses energy through advanced electric vehicle charging and energy management systems. We have the headquarters in Barcelona and manufacturing facilities in Spain (Barcelona), and the US (Arlington, Texas). We are rapidly becoming a leading company in the market.

In 2021, we were listed on the New York Stock Exchange (NYSE WBX), allowing us to garner acclaim and win prestigious design awards (the IF Design, Good Design, and RedDot Awards).

In 2022, we acquired ARES (an assembly electronics company) and COIL (Installers of turnkey EV charging solutions). One year later, in 2023, we acquired ABL, the leading German EV charger manufacturer, which has allowed us to have a stronger presence in Europe.

Get in charge with Wallbox!

The role

The Service engineer core task is to support the L1 Service level with technical knowledge, report bugs and direct contact with key account partners.

You will

• Responsible for handling complex technical issues escalated from Level 1 (L1) agents or chatbots.
• Share best practices and coach the team.
• Provide guidance to L1 agents to ensure efficient and consistent case resolution.
• Identify documentation and knowledge gaps in the Knowledge Base and propose updates to improve troubleshooting flow.
• Collaborate with Engineering and Product teams to elevate recurring or unidentified issues, providing structured documentation and technical details.
• Support the definition of standard troubleshooting procedures and contribute to training materials.
• Constant improvement and maintaining of the internal system.
• Identify locks that require follow‑up or investigation.
• Develop interdepartmental communication ways.
• Ensure the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost‑effective IT support.
• Direct the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer‑focused support culture, and improving the accountability of delivering effective and efficient services.
• Product and process training, support with L1 onboarding.
• Support key account partners on a daily basis.
• Communicate proactively with the Technical Documentation team to improve customer‑facing content and usability guides.
• Participate in testing and validation of new firmware releases to assess stability and potential field impact.

Requirements

• Embedded systems knowledge. Able to connect remotely to them and get the system locks.
• Analytic vision.
• Ticketing and reporting systems knowledge, Salesforce, Jira,...
• Incident Management.
• Excellent interpersonal skills.
• Good practice management for quality of service delivery.
• Availability to travel based on business needs.
• Experience dealing with clients.
• Fluent Italian (native level) and good command of English (working proficiency).
• Is a plus additional languages.

Desired

• IT knowledge. Remote operations, Wifi, Bluetooth…
• ITIL certification will be assessed positively.

Benefits

• Flexible working hours.
• Hybrid work schedule and half Fridays.

• First‑class private health, dental, and life insurance after your first month at Wallbox.
• Flexible compensation tickets valid for transportation, childcare, and restaurant/food delivery apps.
• Car discounts & special advantages if you choose an EV!
• Variety of breakfast and lunch dishes, every day, at a discounted price at our canteen.

At Wallbox, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal‑opportunity workplace.