Engineer III, Network Operations Center

Rivian•Normal, IL

13h•Onsite

About The Position

Rivian’s Network Operation Center is responsible for remotely maintaining Rivian’s charging network. We are looking for a Network Operations Center Engineer who will work cross-functionally to scale the NOC’s capabilities while executing day-to-day responsibilities.

Requirements

Bachelors in Electrical or Mechanical Engineering or related Information Technology discipline.
Experience preferred, using case/work order management tools (e.g., Salesforce, JIRA, ZenDesk, ServiceNow, etc.)
Understanding of charging standards and protocols: OCPP, ISO 15118, J1772, CCS, NACS, etc.
Understanding of dispenser state and state transitions
Familiar with Linux and Networking Fundamentals
Trustworthiness, reliability, duties to oversee finances, accounting, invoices, customer pay/personal data, inventory, transactions with vendors
Excellent written and oral communication skills
Team player mentality, with a willingness to assist others on the team, cross-functional partners, and external stakeholders
Proven track record of successful problem-solving skills with a strong sense of ownership and urgency
Required to communicate using telephone, email, and other digital means of communication
Ability to view, read, and interpret documents including operating and maintenance instructions, safety guidelines, etc.
Ability to stand for 10-12 hours per day

Responsibilities

Support network operations of Rivian’s charging deployments
Provide excellent customer service support by rapidly responding to incoming calls, emails, tickets, and Slack messages from B2B partners and cross-functional teams
Proactively monitor all charging assets for any issues; offline, faults, irregular sessions, etc., plus review and analysis of Linux logs to remediate potential issues
Maintaining new and existing site infrastructure with Rivian's asset management platform
Support commissioning new assets; configuring asset properties via Linux and other internal software applications
Use keen attention to detail to document case information and maintain troubleshooting documentation across various platforms, including Confluence, Salesforce, and JIRA
Assist in pilot testing new firmware deployments for both DC and AC assets
Work cross-functionally to remediate hardware or software issues encountered in the field and enhance existing applications
Responsibility and trustworthiness to handle and review customer related data; billing information, customer and vendor confidential information, police reports, ETC.
Perform additional responsibilities as assigned, including Holiday on-call coverage