Technical Support Specialist

Schneider Electric; Boston (MA); On-site; USD 68,000 - 102,000; Full time

Benefits offered by this job

Medical (with rewards points)

Dental

Vision

Life insurance

Benefit Bucks

Flexible work arrangements

Paid family leave

Well-being programs

12 holidays per year

15 days paid time off per year

Job summary

Schneider Electric is seeking an energetic technical support professional to troubleshoot and resolve EV charging station issues in the field, working with customer support and hardware partners to return stations to service quickly.

The candidate should handle hardware and software tech, meet demanding SLAs, and be willing to work flexible hours with on-call rotations. Strong communication and problem-solving skills are essential.

Qualifications

• Bachelor’s Degree or equivalent in electronics, mechanical engineering, or related technical discipline is required.
• 2+ years of support role in the eMobility/EV Charging industry.
• 3-5 yrs. of relevant experience in technical support, computer/network programming, electrical contracting, customer support or related area

Responsibilities

• Troubleshoot and identify issues within rigorous SLA timelines.
• Monitor network for proper charge station function and identify issues before they become apparent to the customer.
• Manage and execute actions on service tickets in conjunction with internal and external teams and partners.
• Analyze and provide clear feedback regarding issues that arise with hardware and software.
• Work in conjunction with Hardware Partners and on-site technicians to guide resolutions for hardware issues in the field.
• Provide technical recommendations to internal and external teams to resolve possible network communication issues.
• On-call availability on rotation

Skills

Strong communication

Analytical thinking

Education

Bachelor’s Degree in electronics, mechanical engineering, or related technical discipline

Tools

MS Office Suite

Zendesk

Job description

EV Connect is seeking an energetic problem solver to join our in-house technical support team. You will work directly with our customer support and HW vendor partners to troubleshoot and resolve EV charging station issues in the field and return stations to active service in the shortest possible timeframe.

The proper candidate will be comfortable with hardware and software technologies and able to execute effectively against demanding SLAs. Positive attitude, flexibility and a strong work ethic are critical to thriving in this position.

Summary of Duties and Responsibilities

• Troubleshoot and identify issues within rigorous SLA timelines.
• Monitor network for proper charge station function and identify issues before they become apparent to the customer.
• Manage and execute actions on service tickets in conjunction with internal and external teams and partners.
• Analyze and provide clear feedback regarding issues that arise with hardware and software.
• Work in conjunction with Hardware Partners and on-site technicians to guide resolutions for hardware issues in the field.
• Provide technical recommendations to internal and external teams to resolve possible network communication issues.
• On-call availability on rotation

• You have a winning attitude and embody the concept of extreme ownership.
• A critical and analytical thinker with a passion for solving customer issues.
• A strong communicator capable of interacting professionally with colleagues, partners, and customers in high-pressure, time-sensitive environments.
• Willing to work flexible hours and overtime on short notice as customer escalations require.
• Available to be “on call” after normal working hours periodically.
• Comfortable around a computer with experience in MS Office Suite, plus one or more Cloud-based ticket management systems such as Zendesk.
• Familiar with electrical/electronic concepts and applications.
• Familiar with cellular and Wi‑Fi network communications fundamentals.

Education

• Bachelor’s Degree or equivalent in electronics, mechanical engineering, or related technical discipline is required.

Experience

• Required: 2+ years of support role in the eMobility/EV Charging industry
• 3-5 yrs. of relevant experience in technical support, computer/network programming, electrical contracting, customer support or related area

At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.

Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

For this U.S. based position, the expected pay range is USD 68,000 - USD 102,000 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

Care for Yourself and Your Family.

• medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.

Invest and Plan Your Future.

• We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.

Grow Your Skills and Career.

• We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.

Team Up in the Workplace.

• We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.

Support Your Community.

• We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.