Director of Customer Technical Operations

EVA Global is the leading electric vehicle managed services provider committed to maximizing the reliability availability and accessibility of your charging network. We are the industrys partner of choice for maximizing charger uptime and utilization. With our APIfirst technology platform EVA Global offers an endtoend charging solution from multilingual enduser support and adhoc payment capabilities to complete infrastructure management services including commissioning network monitoring and field service orchestration.

Headquartered in Finland EVA Global has offices in Spain Portugal Germany Malaysia and USA serving 60 partners in three continents. The company comprises more than 480 employees and we continue to grow. The company currently maximizes the uptime and availability of 500K partner charge points serving 2.55M EV drivers in 30 languages and countries in Europe North America and the APAC region.

Role Overview:

As the Director of Customer Technical Operations at EVA Global you will play a pivotal role in ensuring seamless customer onboarding testing integration growth and overall technical success for our clients. You will lead a team of technical experts responsible for guiding customers through the setup onboarding/expansion and integration process troubleshooting technical issues and ensuring that our products and services meet and exceed customer expectations.

Key Responsibilities:

Customer Onboarding:

• Develop and implement strategies for efficient and effective customer onboarding processes.
• Work closely with revenue product and Operations teams to understand customer requirements and customize onboarding experiences accordingly.
• Oversee the execution of onboarding plans to ensure timely delivery and successful implementation of our solutions for new customers and expansion of services for growing customers.

Technical Integration:

• Lead technical integration efforts for new customers collaborating closely with internal development and engineering teams.
• Define and document integration requirements API specifications and technical workflows.
• Provide guidance and support to customers during the integration phase troubleshooting issues and addressing technical challenges proactively.

Testing and Quality Assurance:

• Establish robust testing procedures and quality assurance standards to ensure the reliability scalability and performance of our technology enabled managed services.
• Develop test plans conduct system testing and coordinate user acceptance testing (UAT) with customers.
• Continuously monitor and analyze system performance metrics to identify areas for improvement and optimization.

Technical Support and Escalation:

• Serve as the primary point of contact for technical escalations providing expertlevel support to resolve complex technical issues.
• Build and maintain strong relationships with customers acting as a trusted advisor and advocate for their technical needs.
• Implement processes for efficiently triaging prioritizing and resolving customer support tickets and inquiries.

Team Leadership and Development:

• Recruit onboard and mentor a highperforming team of technical operations specialists.
• Foster a culture of collaboration innovation and continuous learning within the technical operations team.
• Set clear performance objectives provide regular feedback and facilitate professional development opportunities for team members.

Qualifications:

• Bachelors degree in Computer Science Engineering Information Technology or a related field; advanced degree preferred.
• Proven experience in a technical leadership role within a SaaS or technology company with a focus on customer onboarding and technical operations.
• Strong understanding of software development methodologies APIs and integration techniques.
• Demonstrated expertise in troubleshooting complex technical issues and providing exceptional customer support.
• Excellent communication interpersonal and leadership skills with the ability to effectively collaborate with crossfunctional teams and senior stakeholders both internal and external.
• Resultsoriented mindset with a passion for delivering outstanding customer experiences and driving continuous improvement initiatives

EVA Global is an equal opportunity employer. We do not tolerate any forms of discrimination based on race color religion marital status age national origin ancestry gender sexual orientation identity or expression. We are proud to have an exceptional multicultural team and all matters relating to employment are based on merit competence and ethics.