Published date Posted on Indeed on Nov 13, 2021 (17 d ago)

Your primary role is to interface with our customers as a Level 2 Support Engineer through our Customer Experience team to ensure hardware and software issues are resolved quickly and efficiently. The role will require the ability to analyze both hardware and software logic errors, engage with the development engineering team, directly interact with end users/customers, and collaborate with customer teams to drive issues to quick resolution. Though experience in electric vehicles, charging infrastructure and mobility is highly desired, it’s not an imperative. Our ideal candidate brings an awesome combination of technical and engineering experience, business acumen, emotional IQ, willingness to continuously learn and most importantly a customer-obsessed mindset!

Qualifications
  • Excellent communication, analytical, troubleshooting and problem-solving skills
  • Experience using help desk software, remote support tools and CRM software (Microsoft Dynamics, Salesforce)
  • Strong attention to detail and multi-tasking abilities
  • Teamwork, collaboration and critical thinking skills
  • Hands-on experience with developer basic tools such as IDE’s, compilers, debuggers, profilers, version control systems, bug tracking systems, build systems, code coverage and automated testing tools
  • 2+ years of experience in engineering and / or technical support
  • Experience or strong passion for executing in an agile development environment
  • Strong organizational and prioritization skills and a demonstrated ability to work in a remote work environment

What you will be doing
  • Work with Level 1 customer support team in diagnosing customer charger hardware and software issues
  • Escalate to Level 3 engineering or Hardware OEMs as necessary while ensuring appropriate follow-up SLAs are met
  • Log bugs in Jira and follow-up/escalate as required
  • Work within customer SLAs to ensure timely response and solutions are presented and updated
  • Work closely with other members of the Customer Experience team to ensure world-class customer service is consistently delivered
  • Reproduce issues in-house with aim to develop work-arounds and solutions
  • Be willing to jump onto a customer call to walk them through and distill a more complex issue into digestible and understandable solutions.
  • Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts etc.
  • Provides information by collecting, analyzing, and summarizing development and service issues
  • Collaborate with distributed team of developers and QA engineers
  • Analyze and improve application performance, reliability, availability, scalability

We are looking for candidates who have:
  • High emotional IQ: Understand customers’ emotions and concerns about our product as much as you understand the concerns of the sales team on how to sell that product, or the support team on how to support it, or the engineering team on how to build it
  • Start-up nerve: Have the temperament to weather through the ups and downs of a fast-paced startup, always balancing predictability and adaptability
  • Customer empathy: Establish strong rapport with customers and partners to decipher their needs and emotions to astutely tease out the pain points that the product or feature will address

If you fit the bill and are ready to join us on our rocketship.


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