Technical Support Engineer

Ohme; Zwolle; Hybrid; EUR 42,000 - 66,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

Home occupancy allowance

Insurance

Job summary

Ohme is seeking a Technical Support Engineer to join our European team in Zwolle. The role focuses on Dutch market support, product development assistance, and after-sales service with installation partners.

You will help ensure smooth installations and strong customer outcomes as part of a hands-on, data-driven team. Based in Zwolle, you will work from the office three days a week, with potential hybrid arrangements.

Qualifications

• Native Dutch and professional English required.
• 2+ years in EV or energy technical roles preferred.
• Experience with installation partners and service KPIs is a plus.

Responsibilities

• Directly manage requests and issues from installation partners or the Customer Operations team, delivering effective and rapid solutions.
• Diagnose and resolve technical issues related to products or installation.
• Collaborate with engineering to address recurring issues and improve product reliability.
• Create internal and external support materials to proactively reduce inquiries.
• Provide technical support to the sales team during presentations and training sessions.
• Conduct installer training and onboarding.
• Review pre-installation surveys and assign customers to installation partners based on capacity.
• Monitor partner performance per SLAs and conduct quarterly reviews.
• Track customer journey during installation and report SLA breaches.

Skills

Dutch native

English

EV charging

Customer support

Partner management

Job description

Ohme is on a mission to accelerate the global transition to clean, affordable energy. We do that by serving as an integrated hardware and software smart-grid platform, focused on the residential EV charging market.

The worlds of energy, transport and artificial intelligence are colliding and Ohme is at the heart of this new era. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core.

Ohme has been selling its chargers to consumers since mid 2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of VW Group, Hyundai, Volvo, Octopus Energy, and other innovative brands.

We are scaling up the business and are building out the team for rapid growth. If you’re interested joining a fast-growing cleantech venture on a data and AI-first journey to speed up the global transition to clean, affordable energy, read on!

We are looking for a technical and rigorous Technical Support Engineer to join our European team in Zwolle. As we expand our European operations, you will be involved in all technical aspects related to the Dutch market: from product development support to resolving after-sales service cases requiring expertise. The ideal candidate will be involved in managing technical support for products and installations for both customers and partners. You will assist partners throughout the training and installation process, monitor the performance of installers and support the sales team with technical advice.

You will work from the Zwolle office 3 days a week.

Responsibilities

Technical Support

• Directly manage requests and issues from installation partners or the Customer Operations team, providing effective and rapid solutions.
• Ensure accurate diagnosis and effective resolution of technical issues related to products or installation.
• Collaborate with the engineering team to address recurring technical issues and improve product reliability.
• Create internal and external support materials (e.g., help centre articles) to proactively reduce the volume of incoming enquiries.
• Provide technical support to the sales team during presentations and training sessions for existing customers and new partners.
• Conduct installer training and onboarding.

Installation Partner Management

• Review information from pre-installation customer surveys, perform a technical analysis of the installation work required, and categorise the level of complexity.
• Assign customers to installation partners based on their coverage and capacity.
• Check quotes from installers and send invoices to customers.
• Monitor the performance of installation partners in accordance with defined contractual SLAs and conduct quarterly reviews.
• Monitor the customer journey during installation and report any situations that fall outside the agreed SLAs to the installers.

Language Requirements

• Native fluency in Dutch and professional English required, plus:
• Additional European languages such as French, German or Spanish would be beneficial

Who you are

• Excellent communication skills, to engage with internal teams and external stakeholders.
• Be a customer champion and ensure to prioritise a superior customer experience.
• Experience or understanding of the EV charging industry
• Organised and diligent with exceptional time management skills
• A self-starter who is proactive in finding resolutions
• Data-driven and a problem solver at heart

Required Experience

• Minimum 2 years' experience working in an EV or Energy technical role
• Experience dealing with technical queries and products
• Experience working to and meeting support related KPIs
• Experience providing both written and spoken support in multiple languages

Benefits

• Competitive Salary + Discretionary bonus
• Home occupancy allowance
• Insurance

Diversity, Equity and Inclusion are at the heart of what we do and we encourage a culture where everyone can be themselves at work. We actively seek out a diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed and to feel included.