Technical Support Engineer. Job in City of London Education & Training Jobs

AUTEL Energy - Europe; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading global tech innovator in automotive solutions seeks a proactive Customer Support Specialist to join their team in London. This role focuses on providing high-quality after-sales service, troubleshooting customer issues, and collaborating with technical support teams to enhance service quality. Candidates should have at least 1-2 years of experience in customer service or technical support, with an educational background in engineering or related fields. Join us to play a key role in shaping EV charging solutions in Europe.

Benefits

Competitive salary

Performance‑based bonus

International environment with high autonomy

Flat hierarchy access to decision‑makers

Qualifications

• 1-2 years of customer service or technical support experience.
• Experience in EV charging, solar, power equipment, or industrial automation is a plus.

Responsibilities

• Receive and handle customer requests and issues.
• Provide basic troubleshooting guidance and escalate unresolved tickets.
• Track ticket progress and ensure timely customer updates.

Skills

Basic understanding of networking

Fundamental electrical knowledge

Strong communication skills

Basic English reading and writing skills

Education

College degree in Electrical Engineering, Automation, Telecommunications, or related fields

Job description

Driven by Intelligence. Powered for the Future.

Autel is a global tech innovator in automotive diagnostics and smart mobility. With 2,000+ talents across 70+ countries, we fuse AI, big data, and cloud to drive the next generation of intelligent vehicles.

As Autel Energy expands rapidly in Europe's EV charging market, we are seeking a proactive and structured Customer Support Specialist to support our growing operations in London Area, United Kingdom.

What You’ll Do

As the first line of after‑sales service, you will receive, log, and initially handle customer requests and issues to ensure a smooth and efficient customer experience. Key responsibilities include:

1. Customer Reception & Issue Logging

• Receive customer repair requests, inquiries, and complaints via phone, email, or ticketing system
• Classify issues (hardware/software/network/user operation) and create service tickets in the system
• Collect complete fault information, including site photos/videos, device serial numbers, and error codes

2. Level 1 Technical Support

• Provide basic troubleshooting guidance following standard SOPs (e.g., rebooting devices, checking power/network)
• Use remote monitoring platforms to check device status and assist customers in resolving simple issues
• Perform authorized remote operations (e.g., reboot, remote diagnostics, configuration updates)

3. Escalation & Coordination

• Escalate unresolved tickets to Level 2 technical support or field service engineers following process
• Track ticket progress and ensure timely updates are provided to customers
• Coordinate spare parts requests and field service resources to ensure SLA compliance

4. Customer Communication & Satisfaction

• Provide regular updates on issue status and solutions to customers
• Collect customer feedback and assist in improving service quality
• Maintain accurate and complete customer records

5. Internal Collaboration

• Work closely with technical support, logistics, sales, and project management teams
• Help summarize common issues and contribute to knowledge base and SOP improvements

You Are

• Education: College degree or above, preferably in Electrical Engineering, Automation, Telecommunications, Computer Science, or related fields

Experience

• 1-2 years of customer service, technical support, or after‑sales service experience
• Experience in EV charging, solar, power equipment, or industrial automation is a plus

Skills

• Basic understanding of networking (LAN, 4G, OCPP knowledge is a plus)
• Fundamental electrical knowledge and ability to read simple wiring diagrams
• Strong communication skills and customer service mindset
• Basic English reading and writing skills (ability to handle international customer emails is a plus)

Other

• Ability to work under pressure and accept shift schedules (including night/weekend on‑call)
• Detail‑oriented, responsible, and a strong team player

Why Join Autel

• Key operational role in shaping EV charging infrastructure in the Europe
• Flat hierarchy with direct access to decision‑makers
• Competitive salary with performance‑based bonus
• International environment with high autonomy
• Dynamic, growth‑oriented company with global reach

Location

London Area, United Kingdom

Start date

As soon as possible

Working hours

Full‑time

Apply now and help us deliver cutting‑edge EV charging solutions!

Contact

Apply directly on LinkedIn or send your resume to recruitment1.eu@

Please mention Customer Support Specialist - DE in the email subject.