Bilingual Technical Support Specialist (EV Charging)

Location: Primarily on-site at the Etobicoke, Toronto office, with one remote weekend shift per week. Rotating schedule across 7 AM–11 PM EST business hours; remote weekend shift runs Saturday or Sunday from 9 AM–9 PM EST.

Salary: CA$55,000–CA$65,000 per year

Company

ChargeLab develops software for managing large-scale electric vehicle charging networks, including a Charging Station Management System and open APIs.

What you will do

• Provide bilingual English and French support to EV drivers and site hosts by phone, chat, and email.
• Troubleshoot technical, payment, hardware, and connectivity issues and explain products clearly.
• Analyze OCPP connectivity logs and data to identify and resolve technical problems.
• Escalate hardware and connectivity issues to site hosts and collaborate with Hardware, Solutions Engineering, Support, and Product teams.
• Meet customer SLAs and contribute to continuous improvements in efficiency, quality, and satisfaction.
• Create and maintain internal and external documentation in English and French.

Requirements

• Fluent written and spoken English and French.
• Experience in customer or technical support in a fast-paced environment.
• Comfort supporting users by phone, chat, and ticketing systems such as Zendesk.
• Strong problem-solving skills and the ability to stay calm and resourceful under pressure.
• Clear communication skills, including the ability to simplify complex technical topics.
• Ability to work primarily on-site in Etobicoke, Toronto, and follow a rotating EST schedule.

Nice to have

• Post-secondary degree in a STEM field.
• Zendesk experience.
• Spanish fluency.

Culture & Benefits

• Work in a growing electric vehicle charging and sustainability-focused industry.
• Collaborate with Support, Engineering, Product, Hardware, and Solutions Engineering teams.
• Join a fast-moving team with opportunities to learn, grow, and contribute to product improvement.
• Recruitment uses AI tools for application organization and early matching, while rejection decisions are made by humans.

Hiring process

• Applications are supported by AI-assisted recruitment tools for organizing applications and identifying early matches.
• Recruitment decisions are made by humans; candidates are encouraged to provide authentic responses.