Manager, eMSP and OCPI Operations North America
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About the company:
Join us in shaping the future of mobility. If you'd like to learn more about what it's like to build the new fueling network, check out our Engineering Blog: www.chargepoint.com/engineering
About Us
With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.
Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market.
At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.
Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.
Reports To
Director, Global Partnerships and Roaming Services
What You Will Be Doing
The OCPI & eMSP Operations team is a specialist team within ChargePoint with dedicated expertise relating to our roaming partnerships, integrations, and products. ChargePoint manages one of the largest roaming networks in the world, with over 800,000 ports and hundreds of partners, with the aim of ensuring a seamless and superior experience for all drivers interacting with our services.
This role will play a key role in the expansion of our technical operations team in North America. You will be actively working on cases and tickets, driving them to their resolution, as well as building and managing processes to enable a robust operation of several of our API-based products. Over time, you may build and lead a small team.
• L2 and L3 technical support, triaging issues raised by partners, drivers, customers and internal stakeholders, and conducting deep analysis of relevant topics, including detailed log analysis and database queries
• System monitoring – receiving system alerts and observing system monitoring, notifying stakeholders of production incidents as relevant
• Supporting the creation of, and managing, a production bug / incident ingests and triage process
• Owning a partner technical support portal, ensuring resolution / timely handoff of issues raised
• Managing team documentation, including of an internal knowledge center
• Working with stakeholders to write up incident root cause analyses
• Communicating with partners and customers as needed, both on calls and in email / Jira format
• Working with our applications engineering, OCPI onboarding, product management, and other stakeholders to configure and update API configurations with partners
What You Will Bring to ChargePoint
• Experience working in cross-functional teams.
• The capacity to build expert knowledge of our public charging APIs and the products that depend on them
• A customer-centric and problem-solving mindset, with a willingness and ability to own problems to their resolution
• Technical educational background is preferred but not essential
• Demonstrated ability to work with software tools such as Salesforce, Jira, Confluence, and Excel. Experience with tools such as Snowflake, Tableau, Grafana, Kibana and/or similar platforms is a plus
Requirements
• Around 3-5 years of B2B work experience in an engineering, technical support, or other technical role ideally for a SaaS company or within the automotive, energy or Cleantech industry
• Excellent communication skills in English, both written and spoken (any additional language is a plus, particularly Spanish or French)
• Good understanding of databases (SQL) and of software systems, including the ability perform detailed queries
• Affinity for e-mobility and sustainability topics
• Passion for solving complex problems
• Process and analytical mindset
• Willingness to travel internationally occasionally for workshops with internal stakeholders, partners, or customers (including to Europe)
• Previous knowledge or experience of interacting open-source API protocols (specifically, but not limited to OCPP or OCPI) is a plus
Location
Detroit, MI or remote, East Coast USA
ChargePoint is committed to fair and equitable compensation practices. The targeted US salary range for roles at this operating level is $77,500 to $117,000. This range represents base salary and does not reflect equity, benefits or variable pay where applicable. 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. ChargePoint 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.
If there is a match between your experiences/skills and the Company needs, we will contact you directly.
ChargePoint is an equal opportunity employer.
Applicants only - Recruiting agencies do not contact.
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