ChargePoint

Senior Technical Support Engineer

ChargePoint

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $52,500 - $110,000 per year

Job Level

Senior

About the role

  • Leverage your technical expertise to identify and resolve complex network, software, and hardware issues, including those involving third-party integrations (e.g., roaming, cellular service).
  • Deliver exceptional support and demonstrate empathy while managing projects with engineering teams, electric vehicle manufacturers, high-profile customers, corporate accounts, fleet managers, field technicians, station owners, and drivers.
  • Continuously develop your skills by learning new products, services, and innovations within ChargePoint and the EV charging industry.
  • Work in a highly organized manner, remain flexible, and effectively prioritize tasks as new issues arise.
  • Communicate through our case management system and maintain open, transparent dialogue with internal and external stakeholders via email, phone, video calls, and messaging platforms.
  • Coordinate charger installation and repair with field service partners and assist customers with activation and configuration.
  • Act as a customer advocate, representing their voice within ChargePoint and the Owner Support team.

Requirements

  • Minimum of 4 years’ experience in a customer service or technical support role, with strong knowledge of customer service principles and practices.
  • In-depth understanding of the EV and charging industry, including EV batteries, EVSE hardware/software, and the interaction between vehicles, charging stations, and electrical infrastructure.
  • Ability to stay current on technical and professional skills through self-learning or formal training.
  • Proven ability to set high performance standards for yourself and others, with experience coaching teammates when needed.
  • Comfortable making decisions, thinking creatively, and taking accountability for outcomes.
  • Skilled at identifying technical issues that impact customer satisfaction and proactively resolving them, including handling challenging conversations.
  • Self-motivated, adaptable, and decisive, with the ability to manage multiple tasks/projects independently under tight deadlines in a remote environment.
  • Willingness to work outside normal office hours as required.
  • Bachelor’s degree in a technology-related field or equivalent experience.
Benefits
  • ChargePoint is committed to fair and equitable compensation practices.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
network troubleshootingsoftware troubleshootinghardware troubleshootingthird-party integrationsEV batteriesEVSE hardwareEVSE softwarecharging station configurationproject managementcustomer service principles
Soft Skills
empathycommunicationflexibilitytask prioritizationcustomer advocacydecision makingcreativityaccountabilityself-motivationadaptability