EV Charging Support Engineer — First‑Line Tech

AUTEL Energy - Europe

Den Haag

On-site

EUR 40,000 - 60,000

Full time

2 days ago

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Job summary

Autel Energy - Europe, based in The Hague, Netherlands, seeks a proactive L1 Technical Support Engineer for its EU Remote Service Center. You will deliver first-line support for Autel EV charging products, guide customers through troubleshooting remotely, and document cases with precise diagnostics, ensuring timely resolution and high-quality service.

You will classify incidents, perform standard troubleshooting, assist with basic commissioning, and escalate when needed while maintaining clear

Qualifications

Bachelor's degree or technical diploma in Electrical Engineering or related field.
1–3 years in technical support, field service, or similar environment.
Experience with EV charging, energy products, or connected devices preferred.
Experience with international customers and ticketing systems is a plus.

Responsibilities

Provide first-line technical support to customers via phone, email, ticketing systems.
Perform technical triage and classify incidents (network, hardware, software, user error).
Follow Troubleshooting Playbook and document all steps and findings.
Guide customers through installation checks, configuration, and basic connectivity remotely.
Escalate to L2 with comprehensive diagnostic summaries and logs.
Maintain SLA-driven communication and case status updates.
Support knowledge base improvements and process optimization.