L2 Technical Support Specialist
L2 Technical Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
SUMMARY:
A highly skilled and customer-focused Level 2 Technical Support Specialist with hands-on experience in premium automotive brands particularly in electric vehicle (EV) systems. The ideal candidate will provide advanced technical support to customers and service teams troubleshoot complex vehicle issues and ensure a high level of customer satisfaction. Prior experience in a call center or technical support environment is essential.
JOB RESPONSIBILITIES:
- Provide Level 2 technical support for high-end and EV vehicles via phone email remote diagnostics tools remote and video troubleshooting
- Troubleshoot and resolve complex mechanical electrical and software-related issues.
- Collaborate with Level 1 support engineering teams and dealerships to escalate and resolve issues efficiently.
- Document all support interactions and technical findings in the CRM or ticketing system.
- Assist in developing knowledge base articles and technical documentation.
- Participate in shift work including evenings weekends and holidays as required.
- Maintain up-to-date knowledge of vehicle systems software updates and diagnostic tools.
JOB REQUIREMENTS & QUALIFICATIONS:
- Experience with remote diagnostics platforms and OEM diagnostic tools.
- Minimum 3 years of technical support experience in the automotive industry preferably with premium/EV brands.
- Experience in a call center or customer support environment.
- Experience in managing a small team is a plus.
- Familiarity with CRM systems (e.g. Salesforce Zendesk).
- Passion for automotive technology and innovation.
- Strong understanding of EV systems CAN bus diagnostics and vehicle telematics.
- Excellent problem-solving and analytical skills.
- Strong communication skills in English (additional languages are a plus).
- Ability to work rotational shifts and extended hours when needed.
- Certification or training in automotive diagnostics or EV systems is a plus (e.g. ASE OEM certifications).
- Decision-making skills.
- Experience in extended warranty.
- Cost management skills.
Employment Type
Full Time
