Support Specialist – EV Charging Infrastructure

About the role

We are looking for a Support Specialist to ensure the smooth operation of our electric vehicle charging network. The role involves troubleshooting charging sessions, coordinating with hardware vendors, and monitoring system health to maintain high service availability.

Key responsibilities

• Act as the technical escalation point for all EV charging‑related issues, including failed sessions, connectivity problems, payment failures, and hardware faults across AC and DC stations.
• Perform remote diagnostics using charging management platforms such as EVBox Everon, Kempower Cloud, and OCPP back‑ends, and coordinate on‑site technician dispatches when needed.
• Serve as the primary liaison with hardware vendors (EVBox, Kempower, Tesla, etc.) for support tickets, RMAs, firmware updates, and warranty claims.
• Monitor and analyse system logs from charging management software, network infrastructure, payment gateways, and IoT platforms to identify patterns, anomalies and early warning signs.
• Conduct regular health checks of the charging network, generate uptime and error reports, and recommend preventive actions to engineering and operations teams.

Required profile

• Strong analytical mindset with the ability to diagnose complex technical issues.
• Excellent communication skills for interacting with vendors and internal teams.
• Detail‑oriented and able to manage incident lifecycles from ticket creation to closure.

Required skills

• Experience with EV charging hardware (AC/DC stations such as EVBox, Kempower, Tesla).
• Proficiency in remote diagnostics using platforms like EVBox Everon, Kempower Cloud, and OCPP.
• Log monitoring and analysis of charging management systems, network infrastructure, payment gateways and IoT connectivity.
• Familiarity with ticketing systems and SLA management.