EV Charging Tier 2 Tech Support Specialist - IONNA LLC

Role Description

The EV Charging Tech Support Specialist is an energetic problem solver as part of the site operations team at IONNA. You will work directly with our call center, our NOC engineer, field techs, and hardware manufacturers/partners to troubleshoot and resolve EV charging station issues in the field and return stations to active service in the shortest possible timeframe.

The ideal candidate will be comfortable with hardware and software technologies and able to execute effectively against demanding SLAs. Positive attitude, flexibility and a strong work ethic are critical to thriving in this position.

Role Attributes

• Troubleshoot and identify issues within rigorous SLA timelines.
• Monitor network for proper charge station function and identify issues before they become apparent to the customer.
• Manage and execute actions on service tickets in conjunction with internal and external teams and partners.
• Analyze and provide clear feedback regarding issues that arise with hardware and software.
• Work in conjunction with hardware partners and on-site technicians to guide resolutions for hardware issues in the field.
• Provide technical recommendations to internal and external teams to resolve possible network communication issues.
• Strong understanding of DCFC charger technology and infrastructure.
• Occasional on-site visit to an IONNA charging station.
• Other duties as needed

Role Expectations

• You have a winning attitude and embody the concept of extreme ownership.
• A critical and analytical thinker with a passion for solving customer issues.
• A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments.
• Willing to work flexible hours and overtime on short notice as customer escalations require.
• Available to be “on call” after normal working hours on a periodic basis.
• Comfortable around a computer with experience in MS Office Suite, plus one or more Cloud-based ticket management systems such as Zendesk.
• Familiar with electrical/electronic concepts and applications.
• Familiar with cellular and Wi-Fi network communications fundamentals.
• Ability to learn new technologies as we scale up the business

Education/Experience Expectations

• Bachelor’s Degree or equivalent in electronics, mechanical engineering or related technical discipline is required.
• A minimum 3 years of relevant experience in technical support, computer / network programming, electrical contracting, customer support or related area
• Startup experience a plus