Job Overview

Join our technical support team as a **Level 2 Remote Support Engineer** specializing in electric vehicle (EV) charging systems. This role focuses on monitoring, troubleshooting, and maintaining high-power charging infrastructure while delivering excellent customer service.

Key Role Details

• Position Type: Full-time, On-Site
  
• Industry: Electric Vehicle Infrastructure
  
• Location: Charlotte, North Carolina
  
• Department: Service Operations
  

Primary Responsibilities

• Technical Support
  
• Serve as primary contact for customer technical inquiries
  
• Manage and resolve complex charging system issues
  
• Monitor charging infrastructure performance
  
• Diagnose and resolve technical problems remotely
  
• Service Level Management
  
• Meet internal and customer SLA requirements
  
• Escalate complex issues to Level 3 support when needed
  
• Coordinate with on-site support teams
  
• Support field technicians during interventions
  
• System Improvement
  
• Contribute to internal software development
  
• Enhance service delivery efficiency
  
• Monitor and detect system anomalies
  
• Implement technical solutions
  

Requirements

• Bachelor's degree in Computer Science, Electrical Engineering, or related field
  
• Linux system administration knowledge
  
• MS Office proficiency
  
• Experience with electrical systems or understanding of DC fast charging systems
  
• Technical customer support background is a plus
  
• ITIL, Full-Stack development, or DevOps experience is a plus
  
• Knowledge of charging station components
  
• Analytical thinking and systematic problem-solving skills
  
• Customer-centric mindset with clear communication abilities
  
• Time and resource management
  
• Safety awareness
  
• Willingness to work shifts
  
• Available for on-call rotation on weekends
  
• Commitment to service quality
  

Benefits

• Medical Benefits with cost assistance.
  
• Vision
  
• Dental
  
• Life Insurance paid by employer
  
• Disability
  
• Flexible Spending Accounts (FSA/HSA)
  
• PTO (minimum 16 days)
  
• Company holidays