EV Charging L1 Support Engineer — Remote EU

AUTEL Energy - Europe; Greater London; Remote; GBP 38,000 - 60,000; Full time

Job summary

Autel Energy is seeking an L1 Technical Support Engineer for its EU Remote Service Center. You will provide first-line technical support for EV charging products, perform initial diagnosis, and guide customers through standard troubleshooting while documenting cases and ensuring SLA adherence.

Remote-based role with regular communication, ticket management, and escalation to L2 when needed. Candidates should have a degree in a technical field and 3+ years in a similar role, ideally with EV

Qualifications

• 3+ years of experience in technical support, field service, or a similar customer-facing technical environment.
• Experience with EV charging, energy products, electrical equipment, power electronics, industrial technology, or connected devices is preferred.
• Experience working with international customers, distributors, installers, or service partners is an advantage.

Responsibilities

• Provide first-line technical support to customers, distributors, installers, and authorised service partners via phone, email, ticketing systems, and approved remote support tools.
• Respond to customer enquiries within agreed SLA response times.
• Receive, validate, and register incoming service tickets with complete information.
• Assign incident priority (P0-P3) based on impact and urgency.
• Create structured, accurate, and traceable support case records.
• Guide customers through standard product operation, configuration, connectivity, and troubleshooting procedures.
• Provide remote guidance for product installation checks, activation, configuration, and functional verification.
• Escalate unresolved issues through the defined support process and maintain ownership of communication until resolution.

Skills

Customer-focused

Structured troubleshooting

Clear written documentation

Reliability

SLA-driven

Education

Bachelor's degree in Electrical engineering or related technical discipline

Tools

CRM systems

Ticketing systems

Remote support tools

Job description

Autel Energy is seeking an L1 Technical Support Engineer for its EU Remote Service Center. You will provide first-line technical support for EV charging products, perform initial diagnosis, and guide customers through standard troubleshooting while documenting cases and ensuring SLA adherence.

Remote-based role with regular communication, ticket management, and escalation to L2 when needed. Candidates should have a degree in a technical field and 3+ years in a similar role, ideally with EV