Level 2 Support Specialist – EV Charging Infrastructure

About the role

The Level 2 Support Specialist provides technical escalation for electric‑vehicle charging infrastructure, ensuring rapid resolution of charging session failures, connectivity issues, payment problems and hardware faults.

Key responsibilities

• Act as the primary escalation point for all EV charging‑related incidents, diagnosing problems on AC and DC stations such as EVBox Elvi, BusinessLine, Troniq Modular and Kempower models.
• Perform remote diagnostics using charging management platforms (e.g., EVBox Everon, Kempower Cloud, OCPP back‑ends) and coordinate on‑site technician dispatch when needed.
• Manage vendor relationships with EVBox, Kempower, Tesla and other OEMs, handling support tickets, RMAs, firmware updates and warranty claims.
• Maintain a knowledge base of vendor troubleshooting procedures, firmware releases and known issues.
• Monitor system logs from CMS, network infrastructure, payment gateways and IoT platforms, identifying patterns, anomalies and early warning signs.
• Conduct regular health checks of the charging network, generate uptime and error‑trend reports, and recommend preventive actions.

Required profile

• Experience in technical support for EV charging stations and familiarity with both AC and DC charging technologies.
• Proven ability to work with hardware vendors, manage support tickets and coordinate field service activities.
• Strong analytical skills for log monitoring, incident tracking and root‑cause analysis.

Required skills

• Hands‑on experience with EVBox Everon, Kempower Cloud and OCPP communication protocols.
• Knowledge of charging hardware such as EVBox Elvi, BusinessLine, Troniq Modular, Kempower Satellite, C‑Station and T‑Series.
• Ability to perform remote diagnostics, ticket lifecycle management and SLA compliance.
• Log analysis and reporting skills for charging management software and network infrastructure.