Live Support Coordinator

Powerdot; Lisboa; Hybrid; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Annual offsite

Team-building activities

English training

Free office snacks & meals allowance

EV charging discounts

Job summary

Powerdot is seeking a Remote Technical Support Specialist to provide real-time technical assistance to field technicians during on-site interventions. You will guide troubleshooting remotely, monitor charger health, and help ensure quick, repeatable fixes across the network.

The role requires native or fluent French (C1/C2) with English proficiency, a technical background in EV charging, and a collaborative, structured communicator mindset.

Qualifications

• Native or fluent French (C1/C2) plus working proficiency in English.
• Technical background in electrical, electronics, EV charging, or related field.
• Experience in remote/technical support or field service coordination.
• Strong diagnostic and troubleshooting mindset.
• Clear, structured written communication for documentation.
• Knowledge of EV charging standards (e.g. OCPP) and networking is a plus.

Responsibilities

• Provide real-time technical support to field technicians during on-site interventions (hardware, firmware, networking).
• Diagnose and guide troubleshooting remotely using system monitoring tools.
• Escalate complex issues to suppliers and follow up to resolution.
• Monitor charger health and performance remotely and address issues early.
• Create and maintain technical documentation and troubleshooting guides.
• Document intervention procedures and capture best practices and lessons learned.

Skills

French C1/C2

English proficiency

Technical background

Remote support experience

Troubleshooting mindset

Collaborative approach

Job description

Charging your car should feel as natural as charging your phone. That’s the future we’re building: a network of EV chargers where life happens. We don’t just install chargers. We accelerate sustainable mobility. We obsess over partnerships. We grow relentlessly: our network, our partners, and ourselves.

Our mission is as simple as it is ambitious: Accelerate Sustainable Mobility by investing in, installing, and operating EV charging stations through an innovative business model. We help businesses find the right charging solutions for their customers and make EV charging more accessible, reliable, and integrated into everyday life.

We are Partner Obsessed — creating tailor‑made solutions that better serve our partners and their customers. We’re driven by the challenge of making EV charging simpler and more readily available. And we’re committed to growing relentlessly — our network, our partners’ businesses, and the professional development of our team.

If you’re here, you’re probably not looking for “just a job.” Neither are we. We’re driven by impact and always looking for people who thrive on turning bold ideas into reality. If that sounds like you, you’ll feel at home here. We’re looking for people who see challenges as opportunities, thrive in fast‑growing, high‑energy environments, and want to shape the future of mobility, not just watch it unfold. At Powerdot, you’ll get freedom, ownership, and responsibility. The space to experiment. The chance to scale your ideas. And a team that’s always pushing the edge of what’s possible.

About this Role

As our Remote Technical Support Specialist, you’ll provide real-time technical support to our field technicians during on‑site interventions, helping resolve hardware, firmware, and network issues quickly and effectively. You’ll be the expert on the other end of the line, guiding troubleshooting remotely, escalating complex cases, and proactively monitoring charger health across the network. Your mission is to keep Powerdot’s charging network reliable by minimising technician downtime and resolving technical issues as quickly as possible. Through clear guidance, structured documentation, and strong coordination between field teams and engineering, you’ll ensure that every intervention is faster, every fix is repeatable, and every recurring issue is captured and turned into a lasting improvement.

How You’ll Shape Our Story:

Your day-to-day will include:

• Providing real-time technical support to field technicians during on‑site interventions, covering hardware, firmware, and network-related topics.
• Diagnosing and guiding troubleshooting remotely — using system monitoring tools and communication platforms to walk technicians through each step.
• Escalating complex issues to suppliers and following up until resolution is achieved.
• Monitoring charger health and performance remotely — identifying and addressing potential issues before they accelerate into failures.
• Creating and maintaining technical documentation — developing clear, standardised service and troubleshooting guides.
• Documenting intervention procedures — capturing best practices, common fault patterns, and lessons learned.
• Collaborating with engineering and product teams — updating documentation following firmware or hardware changes.
• Ensuring documentation accuracy — keeping internal and external materials (manuals, FAQs, training content) current and reliable.
• Acting as a central point of contact between field teams and product/engineering.
• Recording and reporting recurring issues — helping improve system reliability and enrich training materials.
• Contributing to troubleshooting tools — supporting the development of internal databases and diagnostic resources.

This Is About You, Not Us:

• Native or fluent French (C1/C2) — plus working proficiency in English.
• Technical background in electrical, electronics, EV charging, or a related field.
• Experience in remote/technical support or field service coordination — you’ve supported field teams or managed technical escalations before.
• A strong diagnostic and troubleshooting mindset — you think methodically and get to the root cause.
• Clear, structured written communication — you can produce documentation that others can actually follow.
• Knowledge of EV charging standards (e.g. OCPP), networking, and firmware — nice to have.
• An ownership mindset — you follow issues through to resolution and don’t hand off problems.
• A collaborative approach — you work effectively across field, engineering, and product teams.

The Kind of Energy We’re Looking For:

• We’re not into titles, egos, or corporate buzzwords. We’re into people who make things happen.
• You lead and listen. You guide technicians with clarity while staying open to what they’re seeing on the ground.
• You own your stuff. You don’t stop at escalation: you follow up until the issue is genuinely resolved.
• You’re calm under pressure. You stay focused and methodical when a charger is down and a technician needs help now.
• You bring structure to complexity. You turn messy technical situations into clear steps and repeatable documentation.
• You’ve got a green heartbeat. Sustainability isn’t just cool, it’s core. You care about keeping electric mobility reliable and accessible.
• You balance rigour with responsiveness. You’re disciplined about documentation, but you’re always ready to jump in and help.
• You grow on purpose. You’re eager to deepen your technical expertise and help Powerdot improve how it supports the field.

How you'll be Powered up?

• Flexible working hours so you can manage your time effectively
• Annual offsite to celebrate achievements and connect with colleagues
• Regular team-building activities with your local team
• English training to support collaboration across all markets and teams
• Free office snacks, unlimited coffee, and meal allowance for every worked day
• Special discounts for charging your electric vehicle

Our Promise To You

The best solutions come from different voices. We’re committed to building a culture where inclusion, respect, and equal opportunity are part of everyday life. At Powerdot, everyone is encouraged to contribute ideas, challenge assumptions, and create positive change. Whether you’re guiding a technician through a fix, documenting a best practice, or escalating a complex issue, your contribution matters. At Powerdot, you’ll have the space to learn, take ownership, and help build a network that performs at its best. Your voice helps power the future — literally.