EV Charging Tech Support Engineer (L1)

AUTEL Energy - Europe; Den Haag; On-site; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Structured training

Global exposure

Professional development

Job summary

Autel Europe RSC in The Hague is seeking a hands-on L1 Technical Support Engineer to provide first-line technical support for Autel EV charging products and related software. You will document cases, perform initial diagnosis, guide customers through standard troubleshooting, and escalate when needed.

The role emphasizes structured ticket management, SLA adherence, and remote commissioning support, with opportunities to work with international distributors, installers, and service partners

Qualifications

• Bachelor's degree or equivalent practical experience in a technical discipline.
• 1–3 years in technical support or similar customer-facing role; EV/IoT/telecom is a plus.
• Experience with EV charging, energy products, or connected devices is preferred.
• Experience working with international customers or 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.
• Confirm customer environment, product model, software version, symptoms, and impact before diagnosis.

Skills

Technical support

Customer-facing

Documentation

Troubleshooting

Education

Bachelor's degree in Electrical Engineering or related field

Tools

CRM software

Ticketing systems

Remote-support tools

Service-management systems

Job description

Autel Europe RSC in The Hague is seeking a hands-on L1 Technical Support Engineer to provide first-line technical support for Autel EV charging products and related software. You will document cases, perform initial diagnosis, guide customers through standard troubleshooting, and escalate when needed.

The role emphasizes structured ticket management, SLA adherence, and remote commissioning support, with opportunities to work with international distributors, installers, and service partners