EV Charging Support Engineer II

Charge Rigs, LLC; Town of Florida (NY); On-site; Full time

Job description

Join Charge Rigs as a Charger Support Rep II and play a pivotal role in providing technical support for our advanced EV charging hardware and software. Collaborate with engineering and customer service teams to resolve complex technical issues and ensure optimal functionality of our products.

As a Charger Support Rep II at Charge Rigs, you will be responsible for delivering expert-level technical support for our industry-leading EV charging solutions. This role bridges technical troubleshooting and customer support, ensuring our clients can rely on Charge Rigs' hardware and software to achieve their charging goals. You will work closely with the Engineering, Product, and Customer Experience teams to diagnose, document, and resolve technical issues while contributing to the continuous improvement of our products and services.

Responsibilities

• Provide Tier 2 technical support for Charge Rigs' hardware (OMEGA, FLEXX, GenIQ, DYNAMO, APEX) and software platforms (Asynio, Infineum, etc.).
• Collaborate with the Engineering team to diagnose and resolve hardware and software issues, including remote debugging and on-site troubleshooting when required.
• Assist certified installers and dealer network partners with technical inquiries and setup guidance.
• Analyze hardware and software performance data to identify recurring issues and recommend corrective actions.
• Serve as a liaison between end users and the product development teams, providing detailed feedback and documentation of bugs or feature requests.
• Create and maintain technical support documentation, FAQs, and troubleshooting guides.
• Train Tier 1 support teams and external stakeholders (e.g., certified installers, dealers) on advanced troubleshooting techniques.
• Monitor and prioritize support tickets in the CRM system to ensure timely resolution in line with SLA commitments.
• Provide after-hours emergency support on a rotational basis.
• Stay updated on new product releases and software updates; participate in training sessions and product briefings.

Requirements

• Bachelor's degree in Electrical Engineering, Computer Science, or related technical field, or equivalent work experience.
• 3+ years of experience supporting technical hardware or software products, ideally in the EV, automotive, or renewable energy sectors.
• Strong knowledge of electrical systems, including DC fast charging, three-phase AC, and power electronics.
• Proficiency in using diagnostic tools and software for troubleshooting hardware and software systems.
• Familiarity with networking protocols and remote connectivity tools (e.g., VPNs, SSH, Modbus, OCPP).
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.
• Experience using CRM or ticketing systems (e.g., Salesforce, Zendesk, Jira).
• Ability to read and interpret technical manuals, schematics, and wiring diagrams.
• Strong problem-solving skills and attention to detail.
• Availability to participate in after-hours on-call rotations.
• Valid driver’s license and willingness to travel occasionally for on-site support.

Preferred Qualifications

• Experience with Charge Rigs products or other EV charging solutions.
• Certification in EVSE installation or maintenance.
• Familiarity with AI-driven platforms and IoT systems.
• Knowledge of generator systems (e.g., spark, propane, LNG) is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan.
• Paid time off (PTO), holiday pay, and volunteer days.
• Professional development opportunities, including training and certifications.
• Opportunity to work with cutting-edge technology in the EV industry.
• Collaborative and innovative work environment.
• Relocation assistance available for qualified candidates.