Technical Programme Manager (Customer Support/Operations)

Reports To

Director, Technical Support

What You Will Be Doing

The Roaming Operations team is a specialist team within ChargePoint with dedicated expertise relating to our roaming partnerships, integrations, and associated products. ChargePoint manages one of the largest roaming networks in the world, with over 600,000 ports and hundreds of partners, with the aim of ensuring a seamless and superior experience for all drivers interacting with our services.

Overall, activities of the Roaming Operations team include:

1. Providing L2 detailed support and troubleshooting of roaming-related issues
2. Identifying, reporting, and analysing issues, and working with engineering, other internal teams, and our roaming partners as needed to resolve them
3. Reporting of project status
4. Detailing technical, operational, and process improvements that could be adopted by the business
5. Monitoring our network
6. Managing technical administrative topics within the business relating to roaming
7. Inputting to company projects and products as a subject matter expert
8. Other topics as needed

Responsibilities 

• The successful candidate will be solutions-oriented and collaborative, capable of straddling the technical and business worlds, independently conducting technical investigations, and then working with internal parties, customers, and external partners as needed to resolve problems.
• The role will focus on the North American market but will also have operational and technical activities in Europe.
• This role will work closely with our Roaming Partner Management team, who are overall responsible for the establishment and maintenance of our external partnerships and contracts, as well as our Applications Engineering, software engineering, and Customer Support organisations.
• The role requires interactions with a range of software tools used internally, including Salesforce, ZenDesk, Confluence, Tableau, Jira, and custom-build interfaces.
• You will also interact with tools developed by our partners, including Hubject, Gireve, and eClearing.
• The role may involve prioritisation of production issues within the roaming scrum, and wider programme management of complex issues.

What You Will Bring to ChargePoint

• Experience working in cross-functional teams.
• The capacity to build expert knowledge of our roaming services and functionality.
• 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 or ZenDesk, Jira, Confluence, and Excel.
• Experience with tools such as Atlan, Tableau, Kibana and other similar platforms is a plus.
• 8+ years of experience from which at least 3 years of B2B work experience in a customer engagement 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)
• Good understanding of databases (SQL) and of software systems
• Affinity for e-mobility and sustainability topics
• Passion for solving  complex problems
• Knowledge of Agile engineering processes
• Willingness to travel internationally occasionally for workshops with internal stakeholders, partners, or customers (including to Europe)
• Roaming-related (e.g. OCPI) knowledge or experience is a plus
• Willing to work in shift from 3:00pm to 12:00am IST 

Location

Bangalore