L2 Regional Technical Expert
AUTEL Energy - Europe
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Benefits offered by this job
Job summary
AUTEL Energy - Europe is seeking a highly capable L2 Regional Technical Expert to deliver advanced diagnostics, root-cause analysis, and global remote support for charging solutions. You will act as a technical bridge to HQ Product Management, Quality, and R&D, guiding field partners and service teams across Europe.
The role focuses on escalation, complex issue resolution, and product readiness for new deployments, with extensive remote workload and occasional on-site involvement as required.
Qualifications
- Bachelor's degree, technical diploma, or equivalent practical experience in Electrical Engineering or related field.
- 3–7 years of experience in technical support, field service, commissioning, or technical engineering.
- Experience with EV charging systems or related technology is preferred.
- Experience working with international customers is an advantage.
Responsibilities
- Provide advanced diagnostics and remote support for EV charging products.
- Own complex technical cases from escalation to resolution.
- Assist field engineers and partners with commissioning and troubleshooting.
- Prepare structured RCA reports and escalate product issues to HQ.
- Support deployment of new products and software releases.
- Develop troubleshooting playbooks and train L1 engineers.
- Collaborate with Product Management, Quality, and R&D.
Skills
Education
Tools
Job description
Driven by Intelligence. Powered for the Future.
Autel is a global technology innovator in automotive diagnostics, intelligent mobility, and energy solutions. Autel Energy provides AC and DC charging products and integrated solutions for a wide range of commercial, fleet, residential, and public charging scenarios. As our European energy business continues to grow, we are looking for a customer-focused Solution Engineer to help translate complex technical requirements into reliable and commercially relevant charging solutions.
The L2 Regional Technical Expert provides advanced technical support for Autel EV charging products, software platforms, and integrated charging solutions across the European region.
As the second-line technical authority within the EU Remote Service Center (RSC), this role is responsible for advanced diagnostics, root cause analysis, complex issue resolution, and technical decision-making. The L2 Technical Expert supports L1 engineers, field service teams, distributors, and authorised service partners by resolving technically challenging issues that cannot be addressed through standard troubleshooting procedures.
The role acts as the technical bridge between the regional service organisation and HQ Product Management, Quality, and R&D teams, ensuring product issues are accurately analysed, effectively escalated, and continuously improved.
- Perform advanced remote diagnostics for complex technical issues involving hardware, software, networking, and system integration.
- Analyse system logs, charging session records, alarms, event history, and diagnostic data.
- Identify root causes and determine appropriate corrective actions.
- Provide remote solutions or temporary workarounds where applicable.
- Validate technical solutions before implementation.
- Take ownership of complex technical cases from initial escalation through final resolution.
- Coordinate technical activities across L1 support, field engineers, service partners, and HQ teams.
- Ensure cases progress efficiently while maintaining technical quality and customer satisfaction.
- Monitor technical risks and drive timely issue resolution.
- Provide advanced remote guidance to field engineers and authorised service partners.
- Support complex commissioning, maintenance, and troubleshooting activities.
- Assist with difficult hardware, software, communication, and interoperability issues.
- Participate in on-site technical support when authorised and required.
- Provide technical recommendations for field repair or replacement decisions.
- Escalate product defects and software issues to HQ Product Management, Quality, and R&D teams.
- Prepare structured technical reports including logs, diagnostic findings, reproduction steps, and root cause analysis.
- Support issue reproduction, validation, and verification activities.
- Track product issue resolution and software release progress.
- Communicate technical updates back to regional support teams.
- Perform detailed root cause analysis for recurring and high-impact incidents.
- Identify failure patterns and systemic issues.
- Recommend corrective and preventive actions (CAPA).
- Support continuous improvement of product reliability and service quality.
- Contribute technical input to product quality investigations.
- Support deployment of new EV charging products and software releases within the region.
- Assist with installation, commissioning, validation, and field testing.
- Evaluate product performance under real customer operating conditions.
- Identify early product issues and provide structured feedback to Product Management and R&D.
- Support technical readiness before commercial launch.
- Develop and continuously improve troubleshooting playbooks, technical procedures, and knowledge base articles.
- Document known issues, technical best practices, and resolution guides.
- Deliver technical training to L1 engineers, distributors, installers, and service partners.
- Promote technical knowledge sharing across the regional support organisation.
- Act as the technical lead during major customer incidents and high-priority service events.
- Coordinate cross-functional technical response across regional and HQ teams.
- Support incident reviews and post-incident analysis.
- Drive continuous improvement based on lessons learned.
- Bachelor's degree, technical diploma, or equivalent practical experience in Electrical Engineering, Electronics, Mechatronics, Automation, Energy Systems, Telecommunications, Computer Engineering, or a related discipline.
- 3–7 years of experience in technical support, field service, commissioning, or technical engineering.
- Experience with EV charging systems, power electronics, industrial equipment, telecommunications, or IoT solutions is preferred.
- Experience supporting both remote technical service and field engineering activities is highly desirable.
- Experience working with international customers, distributors, installers, or service partners is an advantage.
- Strong knowledge of AC/DC EV charging systems and charging infrastructure.
- Good understanding of OCPP protocols, charger-cloud communications, and backend integration.
- Advanced networking knowledge including TCP/IP, Ethernet, Wi-Fi, VPN, routers, SIM connectivity, and cloud platforms.
- Ability to analyse system logs, alarms, charging records, and diagnostic data.
- Strong understanding of hardware, software, firmware, and communication troubleshooting.
- Familiarity with CRM, ticketing systems, remote diagnostic platforms, and service management tools.
- Ability to perform structured root cause analysis using recognised troubleshooting methodologies.
- Advanced analytical and troubleshooting skills.
- Strong system-level thinking.
- Ability to distinguish hardware, software, communication, and integration issues.
- Excellent technical communication with customers, field engineers, HQ, and R&D teams.
- Ability to coach and guide junior engineers.
- Strong ownership, accountability, and customer focus.
- Ability to manage multiple high-priority incidents under pressure.
- Mandarin Chinese is required.
- English as a working language; additional European languages are an advantage.
- Primarily remote technical support during European business hours.
- Participate in technical support rotation and emergency incident response when required.
- Approximately 70–80% remote technical support and 20–30% field, laboratory, product validation, or customer support activities.
- This is a second-line technical expert role and an individual contributor position.
- Responsible for advanced diagnostics, complex issue resolution, root cause analysis, technical escalation, field technical guidance, and product support.
- Acts as the regional technical interface between L1 support, field service teams, Product Management, Quality, and HQ R&D.
- Routine ticket handling, basic troubleshooting, logistics coordination, and spare parts administration remain outside the L2 role scope and should be handled by L1 or relevant operational teams.
- Mean Time to Resolution (MTTR)
- Continuous reduction through effective technical diagnosis.
- Field Support Effectiveness
- Reduce repeat on-site visits through accurate remote guidance.
- Root Cause Analysis Quality
- Deliver clear, actionable, and technically validated RCA reports.
- Product Feedback Impact
- Improve product quality by identifying, escalating, and tracking product issues through to resolution.
- An opportunity to become a regional technical authority in Europe's rapidly growing EV charging industry.
- Exposure to advanced charging technologies, cloud platforms, and international engineering projects.
- Close collaboration with Product Management, Quality, and HQ R&D teams.
- Structured technical development and opportunities to grow into Technical Lead, Principal Engineer, or Technical Manager roles.
- A collaborative international working environment within a fast-growing global technology company.
Location: The Hague, Netherlands
Start date: As soon as possible
Working hours: Full-time
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