Technical Support Agent (EV Charging)

TL;DR

Technical Support Agent (EV Charging): Providing remote technical support for Hyperchargers from the office with an accent on live troubleshooting and case management. Focus on diagnosing system logs, guiding field technicians through repairs, and meeting SLAs in a 24/7 shift environment.

Location: Onsite at office locations in Bolzano, Bergamo, Bologna, Munich, or Charlotte (USA)

Salary: From €38,000 gross per year (including 20% variable bonus)

Company

Global leader in sustainable mobility providing innovative and reliable EV charging infrastructure solutions.

What you will do

• Provide remote technical support to customers, service partners, and field technicians via written cases and live troubleshooting calls.
• Diagnose Hypercharger issues using remote diagnostic tools, system logs, and technical documentation.
• Guide on-site technicians remotely through troubleshooting, maintenance, and repair activities.
• Manage and prioritize technical cases based on customer impact and defined Service Level Agreements (SLAs).
• Ensure accurate documentation, timely follow-up, and appropriate escalation of unresolved issues.
• Collaborate with internal teams to optimize troubleshooting procedures and service quality.

Requirements

• Technical education or relevant experience in technical support, maintenance, or field service.
• Strong analytical and problem-solving skills for complex technical troubleshooting.
• Ability to work in a 24/7 shift-based organization, including nights, weekends, and public holidays.
• Professional fluency in English AND either German or French (mandatory).
• Clear written and verbal communication skills for remote technical guidance.

Nice to have

• Experience with electrical systems, electronics, or networking.
• Knowledge of EV charging technology.
• Experience with ticketing systems, remote diagnostics, or log analysis.

Culture & Benefits

• Innovative work environment within a young, dynamic team.
• Engagement in high-tech projects in the future-proof e-mobility sector.
• Opportunities for career advancement and a wide range of further training.
• Competitive compensation package including a 20% variable goal-based bonus.
• Additional company-specific benefits.