Site Reliability Engineer - Charging

IONNA; North Carolina; On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Bonus programs

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid holidays

Job summary

IONNA in Durham, NC is seeking a Systems Reliability Engineer to lead investigations into charging failures, synthesize telemetry and logs, and drive engineering improvements across the charging ecosystem.

The role requires transforming customer-reported symptoms into evidence-based root causes and partnering with engineering, product, and vendors to implement durable fixes that enhance charging reliability.

Qualifications

• Bachelor's degree in Engineering, Computer Science, Data Science, Information Systems, or equivalent practical experience.
• A minimum of three years of experience performing root cause analysis of customer-impacting failures in software, hardware, IoT, automotive, payments, SaaS, or distributed systems environments.
• Proficient SQL and data analysis skills.
• Proven ability to diagnose issues using telemetry, logs, diagnostics, and system data to identify validated root causes.
• Experience with observability and log-analysis platforms such as Kibana, Elastic, Splunk, Datadog, Grafana, or similar.
• Ability to synthesize evidence across multiple systems and communicate findings clearly and concisely.

Responsibilities

• Monitor charging network performance and identify emerging customer-impacting issues; detect patterns across charger models, firmware versions, vehicle OEMs, payment systems, and charging locations.
• Translate customer complaints and operational observations into measurable technical investigations; monitor telemetry, analytics, and failure-classification systems.
• Investigate charging failures using telemetry, charger diagnostics, session logs, backend logs, payment data, and protocol transactions; reconstruct timelines to determine root causes.
• Correlate findings across charger hardware, firmware, CPMS platforms, payment systems, vehicle communications, and backend services; document findings with evidence.

Skills

SQL & data analysis

Observability

Telemetry & logs

Root cause analysis

Communication

Education

Bachelor's degree in Engineering/CS/Data Science/IS

Tools

Kibana

Elastic

Splunk

Datadog

Grafana

Superset

Job description

Reports To: Director of Charging Quality

This role requires a full-time onsite presence in Durham, NC

Target Base Range: $80 - 90k (Final compensation commensurate with experience and qualifications)

Please note: We are only able to consider candidates who are U.S. citizens or lawful permanent residents (green card holders) and who do not require current or future visa sponsorship of any sort.

Job Summary

The Systems Reliability Engineer serves as IONNA's technical investigation and quality intelligence function for customer charging failures. This role is responsible for determining why charging sessions fail, identifying systemic root causes across the charging ecosystem, and converting technical evidence into actionable engineering improvements.

Success in this role requires the ability to synthesize telemetry, logs, protocol transactions, customer-reported symptoms, and vendor data to develop evidence-based root causes and drive engineering action.

Mission

Detect, diagnose, and resolve the true root causes of charging failures and convert charging network data into prioritized, actionable engineering improvements.

KPIs

• First Attempt Success
• Charge Session Success Rate
• Network MTBF / MTTR
• Time to Detect & Triage
• RCA Quality and Accuracy
• Engineering Escalations Accepted on First Submission

Key Responsibilities

• Monitor charging network performance and identify emerging customer-impacting issues before they become widespread. Detect patterns across charger models, firmware versions, vehicle OEMs, payment systems, and charging locations. Distinguish systemic issues from isolated site, vehicle, or environmental events.
• Translate customer complaints and operational observations into measurable technical investigations. Monitor the effectiveness of telemetry, analytics, and failure-classification systems.
• Investigate charging failures using telemetry, charger diagnostics, session logs, backend application logs, payment data, and protocol transactions. Reconstruct charging-session timelines to determine where and why failures occurred. Validate or challenge assumptions using evidence from raw data rather than dashboards alone.
• Correlate findings across charger hardware, firmware, CPMS platforms, payment systems, vehicle communications, and backend services. Analyze protocol-level interactions including OCPP, OCPI, ISO 15118, DIN 70121, and IEC 61851. Document findings with supporting evidence and reproducible analysis.

Engineering Feedback & Quality Improvement

• Deliver concise, evidence-based recommendations to Engineering. Quantify customer impact and business impact of identified issues. Identify software defects, implementation gaps, integration failures, protocol issues, and configuration problems.
• Recommend corrective actions including software fixes, firmware updates, monitoring enhancements, and process improvements. Validate fixes after deployment and monitor for regressions.
• Escalate issues to charger manufacturers, CPMS providers, payment vendors, OEMs, and technology partners with complete supporting evidence. Identify recurring patterns across incidents and surface systemic issues for prioritization.
• Recommend improvements to monitoring, alerting, and analytics that reduce detection and investigation time.

Qualifications

Required

• Bachelor's degree in Engineering, Computer Science, Data Science, Information Systems, or equivalent practical experience.
• A minimum of three years of experience performing root cause analysis of customer-impacting failures in software, hardware, IoT, automotive, payments, SaaS, or distributed systems environments.
• Proficient SQL and data analysis skills.
• Proven ability to diagnose issues using telemetry, logs, diagnostics, and system data to identify validated root causes.
• Experience with observability and log-analysis platforms such as Kibana, Elastic, Splunk, Datadog, Grafana, or similar.
• Ability to synthesize evidence across multiple systems and communicate findings clearly and concisely.

Preferred, but Not Required

• EV charging experience.
• Knowledge of OCPP 1.6J, OCPI, ISO 15118, DIN 70121, and IEC 61851.
• Experience with connected devices, automotive systems, IoT platforms, payment systems, or reliability engineering.
• Experience with BI and analytics tools such as Superset.
• Experience using AI-assisted analysis and automation workflows.

Success in This Role Looks Like

• Emerging charging issues are identified before they become widespread customer problems. Charging failures are consistently traced to validated root causes rather than symptoms. Engineering receives actionable findings that require minimal rework.
• Vendor escalations are accepted and actioned because the evidence package is complete. Customer charging reliability improves through engineering changes driven by investigation insights.
• The Systems Reliability Engineer becomes the trusted voice of technical truth for charging quality and reliability across the organization.

IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs, comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications and specific work location.

We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.