• Job Description

  Req#: dg4XA2nD7I6v
  About Us
  
  ChargerHelp is on a mission to maximize the reliability of electric vehicle charging infrastructure. We partner with charge point operators, utilities, fleet operators, and site hosts across North America to keep EV charging stations online through intelligent remote operations, technical troubleshooting, preventative maintenance, and field service coordination.
  
  We're looking for someone who enjoys solving difficult technical problems, thrives in fast-paced operational environments, and takes ownership of customer outcomes.
  
  Role Overview
  
  We're seeking a EVSE Reliability Operations Specialist to manage real-time issue response, dispatch coordination, and technical troubleshooting across our customers' EV charging portfolios.
  
  This role is more than dispatch.
  
  EVSE Reliability Operations Specialist helps determine what is happening, what information is missing, who needs to act next, and how to move complex issues toward resolution. You will work across Zendesk, work orders, CSMS/OCPP data, customer communications, OEM guidance, internal notes, and EMPWR to coordinate service and support reliable charger operations.
  
  The ideal candidate is detail-oriented, technically curious, comfortable working through ambiguity, and able to translate fragmented information into clear next steps for technicians, electricians, OEMs, partners, and customers.
  
  What You'll Do
  
  Technical Troubleshooting & Solutions Engineering
  
  Technical problem solving is at the heart of this role.
  
  You'll investigate charging station issues using:
  
  • OCPP messages and transaction logs
  • Charger fault codes and alarms
  • Network and communications diagnostics
  • Remote monitoring platforms
  • OEM documentation and technical support resources
  • ChargerHelp's proprietary software platform
  
  You'll determine:
  
  • Whether an issue can be resolved remotely
  • Whether a technician should be dispatched
  • Which parts or components are likely to have failed
  • Whether the issue is related to software, firmware, communications, networking, utility power, or charger hardware etc.
  • The most effective path to restoring service
  • Successful candidates are comfortable troubleshooting complex technical issues independently and can make informed recommendations without requiring constant direction.
  
  
  Operations & Service Coordination
  
  Own charging station issues from initial alert through final resolution.
  
  Responsibilities include:
  
  • Dispatching and coordinating field technicians
  • Managing service work orders
  • Coordinating with OEMs, electricians, utilities, and site hosts
  • Managing warranty and non-warranty repairs
  • Tracking service level agreements (SLAs)
  • Coordinating parts ordering and logistics
  • Maintaining accurate service documentation
  • Ensuring every issue progresses efficiently toward resolution
  
  
  Customer Success & Account Management
  
  You'll serve as the primary operational contact for your assigned customers.
  
  Responsibilities include:
  
  • Leading customer onboarding
  • Conducting operational review and status meetings
  • Providing updates on ongoing service issues
  • Coordinating contract renewals
  • Assisting customers with adding stations to existing agreements
  • Recommending equipment replacement ("rip and replace") strategies when appropriate
  • Responding to customer questions and escalations
  • Building trusted relationships through responsive communication and technical expertise
  
  
  Success Looks Like
  
  • Successful EVSE Reliability Operations Specialists:
    
    • Diagnose EVSE issues with minimal supervision
    • Understand commercial Level 2 and DC Fast Charging systems
    • Confidently interpret charger fault codes and OCPP messaging
    • Know when a truck roll is-and isn't-necessary
    • Effectively coordinate technicians, OEMs, and vendors
    • Clearly communicate technical information to both technical and non-technical customers
    • Successfully manage multiple active customer issues simultaneously
    • Take ownership of problems until they're fully resolved
  
  
  Why ChargerHelp?
  
  You'll join one of the industry's leading EV charging reliability companies, working alongside experts who are redefining how charging infrastructure is maintained and supported. Every day brings new technical challenges, new technologies, and opportunities to directly improve the charging experience for EV drivers across North America.
  
  As ChargerHelp continues to grow, this role offers opportunities to expand your technical expertise, influence operational best practices, and grow into senior technical and operational leadership positions.
  
  Details
  
  • Type: Full-Time
  • Location: Remote
  • Reports To: Principal RaaS Coordinator
  • Compensation: $75,000 - $95,000 annually, commensurate with location and experience
  
  
  Required
  
  • At least 1 - 3 years supporting, installing, maintaining, or troubleshooting commercial EV charging infrastructure
  • Experience with Level 2 and/or DC Fast Charging equipment
  • Strong understanding of EVSE hardware, charging workflows, and common failure modes
  • Experience interpreting charger fault codes, alarms, or diagnostic information
  • Experience supporting one or more major EVSE manufacturers (ABB, BTC Power, Tritium, ChargePoint, Kempower, EVBox, Delta, Autel, Blink, etc.)
  • Ability to independently troubleshoot complex technical issues and determine appropriate next steps
  • Excellent written and verbal communication skills
  • Strong organizational, customer management, and problem-solving skills
  
  Preferred
  
  • Experience working with OCPP and Charging Station Management Systems (CSMS)
  • Experience with Zendesk, Salesforce, Jira, or similar ticketing platforms
  • Electrical, networking, or telecommunications troubleshooting experience
  • Familiarity with Linux, VPNs, networking fundamentals, or remote diagnostics
  • Previous experience supporting utilities, fleet operators, or Charge Point Operators (CPOs)

• About the company

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