Technical Operations Engineer
Technical Operations Engineer
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$ 80000 - 100000
1 Vacancy
Job Description
About EVPassport:
EVPassport is the EV Charging hardware and software platform for purpose-driven organizations. Brands committed to sustainability rely on EVPassport to provide their customers with the most seamless payment experience to charge any electric vehicle without requiring a separate app account or a top-up balance. EVPassport is the only platform that enhances customer engagement for these companies by providing custom branded hardware with API-powered software that easily integrates with their existing applications and services.
We operate in the United States Canada and Mexico and we offer a leading end-to-end EV Charging solution to enterprise businesses.
EVPassport is changing the EV Charging experience and we want you to help build it.
Your Job Opportunity:
Evpassport is looking for a driven Technical Operations Engineer passionate about troubleshooting solvingcomplex technical challenges and delivering exceptional customer experiences. You will serve as the technical
escalation expert providing advanced troubleshooting support for our EV charging hardware software andnetworks. Youll work cross-functionally with Customer Success Product Development and Engineering teamsinfluencing improvements and innovation across our charging platform.
Our ideal candidate has a strong understanding of troubleshooting techniques excellent attention to detail and proficiency in providing support.This role will be based in our Santa Monica office 4x a week.
You Will:
- Provide advanced troubleshooting and resolution for escalated customer support issues related to EV charging stations software and connectivity.
- Act as the primary technical expert for customer and internal escalations offering expert guidance on complex software and hardware matters.
- Lead technical escalation calls clearly diagnosing problems and communicating solutions to internal teams and external customers.
- Perform root-cause analyses preparing detailed impact assessments and suggesting actionable improvements to prevent future issues.
- Collaborate with Product and Engineering teams to identify recurring challenges and influence platform enhancements.
- Create and implement process improvements including automations for triaging and resolving technical issues more efficiently.
- Develop implement and refine Standard Operating Procedures (SOPs) to ensure consistent service delivery.
- Support onsite audits hardware testing and diagnostic evaluations when required.
- Document technical support processes and solutions thoroughly within the CRM system.
- Train internal teams and customers on Evpassports platform promoting proactive troubleshooting and operational excellence.
- Assist in defining and tracking Customer Success metrics to continuously improve user satisfaction.
Additional responsibilities projects and tasks as assigned by the Company.
You Have:
- A Bachelors degree in Computer Science Electrical Engineering or a relevant technical discipline.
- 24 years of hands-on experience specifically in the electric vehicle (EV) industry with deep knowledge of EV charging stations their hardware software and network operations.
- Strong analytical skills and demonstrated expertise in troubleshooting software hardware and network connectivity issues.
- Excellent communication skills with the ability to articulate complex technical issues clearly to non-technical audiences.
- Proven experience with customer support systems (Salesforce Confluence Jira or similar tools) and managing technical escalations effectively.
- Proficiency in CRM systems for managing support tickets documenting resolutions and tracking escalations.
- Knowledge in basic networking concepts (IP addressing VPN wireless troubleshooting).
- Familiarity with hardware troubleshooting and diagnostic tools.
- Basic experience or comfort reading and interpreting software code for debugging purposes.
- Experience developing and documenting Standard Operating Procedures (SOPs).
- A passion for technology and sustainable energy solutions.
Its a Plus:Experience building automation workflows in Salesforce (e.g. Flows Process Builder and other automation tools).
Compensation for this role will depend on the candidates experience and fit. We anticipate the roles base salary being in the range of $80000-$100000 plus a performance bonus up to 10%.
Our Values:
EVPassport is built on a foundation of innovation accountability and trust. We believe in hiring individuals who align with our core values:
- Customer Obsessed Relentlessly focused on delivering seamless experiences.
- Trust by Default Acting with transparency and integrity.
- Own the Outcome Taking full responsibility for delivering results.
- Growth Mindset Continuously learning improving and embracing challenges.
- Anything is Possible Challenging conventional thinking to drive innovation.
- Practice Kindness Building a culture of respect collaboration and mutual support.
Employment Type
Full Time
