Software Support Lead

EV Connect is seeking an energetic problem solver to join our in-house support team. You will be the first responder to Software bug issues, ensuring that issues with our platform are quickly addressed. Your main duty is to ensure that every bug ticket is reviewed, diagnosed, and solutioned in accordance with our SLAs. In addition, you will serve as a key communicator between our Hardware Technical Support team and customers, as well as assist with training the Hardware Technical Support team.

You will work directly with our customer support and HW vendor partners to troubleshoot and resolve EV charging station issues in the field and return stations to active service in the shortest possible timeframe. You will serve as an escalation point for incidents reported by customers.

The proper candidate will be comfortable with hardware and software technologies and able to execute effectively against demanding SLAs. Positive attitude, flexibility and a strong work ethic are critical to thriving in this position.

Summary of Duties and Responsibilities:

Responsible for end to end issue resolution through collaboration with the product engineering teams in accordance with our SLAs.
Ticket Review & Diagnosis: Review the submitted incidents and utilize your deep knowledge of our software to identify root cause of the bug.
Ticket Prioritization & Assignment: Assign a priority level to each bug based on its severity and potential impact on users and direct each bug ticket to the appropriate development team based on the nature of the issue.
Use thorough vetting of the issue to ensure customer incidents are properly labeled as bugs before sending to Product teams for further analysis.
Troubleshoot and identify issues within rigorous SLA timelines.
Monitor network for software uptime to ensure KPIs are being met
Manage and execute actions on service tickets in conjunction with internal and external teams and partners.
Analyze and provide clear feedback regarding issues that arise with hardware and software.
Stand up software training, SOPs and documentation for the support team and provide period training
Maintain support/troubleshooting documentation and SOPs.
Provide technical recommendations to internal and external teams to resolve possible network communication issues.
On-call availability on rotation will require availability outside of regular business hours and weekends.

Qualifications (You are):

You have a winning attitude and embody the concept of extreme ownership.
3+ years of experience in software support, with a focus on B2B SaaS products; in-depth knowledge of EV charging software is preferred
Familiarity with bug tracking tools such as Jira, etc.
A critical and analytical thinker with a passion for solving customer issues.
A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments.
Willing to work flexible hours and overtime on short notice as customer escalations require.
Available to be “on call” after normal working hours on a periodic basis.
Comfortable around a computer with experience in MS Office Suite, plus one or more Cloud-based ticket management systems such as Zendesk.
Familiar with electrical/electronic concepts and applications.
Familiar with cellular and Wi-Fi network communications fundamentals.

Education:

Bachelor’s Degree or equivalent in electronics, mechanical engineering or related technical discipline is required.

Experience:

Required: 2+ years of support role in the eMobility/EV Charging industry
3-5 yrs. of relevant experience in technical support, computer / network programming, electrical contracting, customer support or related area

About EV Connect:

EV Connect is on a mission to build a better planet by enabling electricity as a transportation fuel. Through its innovative and open charging platform, EV Connect simplifies the set-up, management, and optimization of charging stations with premium customer service, from installation to driver support. EV Connect guides companies of all sizes in managing networks of chargers and delivers a seamless EV charging experience that empowers drivers.

Established in 2010, EV Connect is a subsidiary of Schneider Electric which serves customers across 41 states in the U.S., including GM, Avista Utilities, Love’s Travel Stops, Verizon, Marriott, Hilton, Western Digital, SCE, New York Power Authority, and numerous municipalities. Globally, EV Connect's reach extends across Europe, Australia, and Asia, removing carbon emissions from vehicles through the electrification of transportation. For more information, please visit www.evconnect.com and follow us on Twitter and LinkedIn.  

Our Benefits and Perks:

Paid time off (vacation and flex time), health insurance, life insurance, dental insurance, 401k with company matching, monthly EV stipend, yearly ongoing education stipend and more.

EV Connect is an Equal Opportunity Employer and requires proof of eligibility to work in the U.S.

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We invite you to complete the optional self-identification questions below used for compliance with government regulations and record-keeping guidelines. Any self-identification information provided will not be considered in the selection process.

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VETERAN STATUS Learn more about veteran statuses

If you believe you belong to any of the categories of protected veterans listed below, please indicate by selecting the appropriate category(ies). The hiring employer is subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA) and requests this information in order to measure the effectiveness of the outreach and positive recruitment efforts it undertakes pursuant to VEVRAA.

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We are required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.