EVSE / OCPP Technical Support Manager

Zero Impact Solutions • Costa Mesa, CA

1d

About The Position

Zero Impact Solutions is seeking a Technical Support Manager to lead our customer service and technical support organization for the EVOLV Charging platform. This role is responsible for managing and developing a high-performing support team while serving as a hands-on subject matter expert in OCPP-based EV charging systems. The ideal candidate brings proven experience leading customer support teams and practical, real-world knowledge of OCPP (1.6J and/or 2.0.1), with the ability to work directly with the EVOLV platform development team to ensure reliable operations, effective issue resolution, and exceptional customer experiences.

Requirements

• Proven experience leading customer service and/or technical support teams, including coaching, performance management, and scheduling.
• Hands-on experience supporting OCPP-compliant EV charging systems, with demonstrated ability to troubleshoot real-world protocol and connectivity issues.
• Strong working knowledge of OCPP 1.6J and/or 2.0.1 and how charger-to-backend communications impact customer experience.
• Minimum of 5+ years of experience in technical support, customer support, or service operations roles.
• Experience using CRM and ticketing systems.
• Excellent verbal, written, and presentation communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Valid State Driver’s License.
• Authorized to work in the United States (E-Verify employer).
• Ability to pass background and drug screening.

Nice To Haves

• Bachelor’s degree in Business, Engineering, Information Systems, or a related field.
• Experience supporting multi-vendor EV charging hardware in a networked environment.
• Experience managing 24/7 support operations.

Responsibilities

• Lead, coach, and develop a team of customer service and technical support specialists, setting clear expectations, goals, and performance standards.
• Own staffing, scheduling, and coordination with internal teams and service providers to ensure operational coverage.
• Foster a culture of accountability, collaboration, and customer-centric problem solving.
• Monitor call handling, ticket activity, and support quality; provide ongoing coaching, feedback, and performance management.
• Serve as a senior point of contact for escalated customer issues, ensuring timely and professional resolution.
• Act as the primary escalation point for complex EV charging issues, with a strong focus on OCPP-based interactions within the EVOLV platform.
• Apply hands-on knowledge of OCPP 1.6J and/or 2.0.1 to diagnose and resolve issues related to charger authorization, transactions, session management, firmware updates, heartbeats, and charger state changes.
• Work directly with the EVOLV platform developers to investigate protocol-level issues, review platform behavior, and validate fixes, configuration changes, or releases.
• Interpret OCPP logs, message flows, and system events to identify root causes and recommend corrective actions.
• Translate platform-level technical findings into clear, actionable guidance for the support team and customer-facing communications.
• Serve as the internal authority on how OCPP behavior maps to EVOLV platform functionality, ensuring support teams understand system behavior, limitations, and known issues.
• Develop and deliver structured training programs covering customer service best practices, troubleshooting methodologies, and OCPP fundamentals.
• Ensure support specialists are equipped to independently resolve common EV charging and platform-related issues.
• Create, maintain, and continuously improve internal documentation and company-wide knowledge base resources related to EV charging workflows and EVOLV platform behavior.
• Collaborate with the EVOLV platform development team, Service, Product, Sales, and Marketing to remain current on features, updates, and serviceability impacts.
• Prepare and maintain reports and dashboards tracking KPIs such as ticket volume, issue categories, resolution time, escalation rates, SLA performance, and customer satisfaction.
• Analyze support data to identify trends, recurring issues, and areas for improvement, present insights and recommendations to leadership.
• Occasionally travel to customer sites to provide hands-on technical support for high-value customers and strengthen long-term relationships.

Benefits

• Dental insurance
• Health insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager