Senior Technical Support Engineer

Reports To

Senior Supervisor, Technical Support

What You Will Be Doing

• Leverage your technical expertise to identify and resolve complex network, software, and hardware issues, including those involving third-party integrations (e.g., roaming, cellular service).
• Deliver exceptional support and demonstrate empathy while managing projects with engineering teams, electric vehicle manufacturers, high-profile customers, corporate accounts, fleet managers, field technicians, station owners, and drivers.
• Continuously develop your skills by learning new products, services, and innovations within ChargePoint and the EV charging industry.
• Work in a highly organized manner, remain flexible, and effectively prioritize tasks as new issues arise.
• Communicate through our case management system and maintain open, transparent dialogue with internal and external stakeholders via email, phone, video calls, and messaging platforms.
• Coordinate charger installation and repair with field service partners and assist customers with activation and configuration.
• Act as a customer advocate, representing their voice within ChargePoint and the Owner Support team.

What You Will Bring to ChargePoint

Owner Support plays a critical role in setting ChargePoint apart from the competition. We are dynamic, hardworking, and growing rapidly!

Our charging stations are connected to our cloud system, enabling advanced remote troubleshooting, configuration, and software updates. Using your strong communication skills and logical approach, you will diagnose problems, assess needs, and develop solutions to resolve issues. You will also collaborate with our software and hardware engineering teams for advanced guidance and support when needed.

Requirements

• Minimum of 4 years’ experience in a customer service or technical support role, with strong knowledge of customer service principles and practices.
• In-depth understanding of the EV and charging industry, including EV batteries, EVSE hardware/software, and the interaction between vehicles, charging stations, and electrical infrastructure.
• Ability to stay current on technical and professional skills through self-learning or formal training.
• Proven ability to set high performance standards for yourself and others, with experience coaching teammates when needed.
• Comfortable making decisions, thinking creatively, and taking accountability for outcomes.
• Skilled at identifying technical issues that impact customer satisfaction and proactively resolving them, including handling challenging conversations.
• Self-motivated, adaptable, and decisive, with the ability to manage multiple tasks/projects independently under tight deadlines in a remote environment.
• Willingness to work outside normal office hours as required.
• Bachelor’s degree in a technology-related field or equivalent experience.

Location

Remote - US

ChargePoint is committed to fair and equitable compensation practices. The targeted US salary range for roles at this operating level is $52,500 to $110,000. 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.