Associate Technical Support Engineer

TL;DR

Associate Technical Support Engineer: Resolving escalated customer issues related to home EV charging solutions with an accent on case ownership, technical troubleshooting, and performance metrics management. Focus on delivering clear communication, managing escalations, and improving customer satisfaction.

Location: Bangalore, India

Company

hirify.global powers one of the world’s leading EV charging networks with hardware, software, and mobile solutions across North America and Europe, driving the transition to electric mobility.

What you will do

• Own and resolve complex customer cases with quality and speed, ensuring accurate CRM documentation.
• Communicate clearly and empathetically with customers, managing expectations and sensitive escalations.
• Diagnose and resolve technical issues through logical troubleshooting and collaboration with engineering teams.
• Monitor and improve key performance indicators such as Mean Time to Close, SLA adherence, and customer satisfaction.
• Maintain punctuality and support workforce planning during peak hours and night shifts.

Requirements

• Location: Must be based in Bangalore, India
• BA or BCom graduate with strong customer empathy and problem-solving skills.
• Excellent verbal and written communication skills in English.
• Experience with CRM tools, support ticketing systems, and handling escalations.
• Logical troubleshooting aptitude and flexibility to support dynamic workloads including night shifts.

Nice to have

• Experience in customer or technical support roles.
• Knowledge of EV charging or owner tech support environments.
• Familiarity with support metrics like MTTC, SLA, and CSAT.