Technical Support EVSE- Tier I

Zero Impact Solutions•Irvine, CA

5d•$25 - $28•Onsite

About The Position

Based at the Costa Mesa, California location, this mid-level, in-person role provides technical and customer support for the company’s EV charging platform. The position serves as a lead liaison for customer communications and status reporting, working with engineering and sales to meet project milestones and represent partners. The schedule is 9:00 AM to 6:00 PM, Monday through Friday, with an 8-hour shift stated elsewhere in the posting. The workplace is an office with no hybrid or remote work. The role coordinates coverage for the EVOLV Charging platform, resolves customer support tickets, and develops a strong understanding of EV charging systems and industry protocols such as OCPP and OCPI. It may include field travel to provide hands-on technical support to high-value customers. The position also supports and trains other specialists, monitors service performance through reporting and KPI analysis, handles escalations, and helps maintain team training plans and company knowledge resources.

Requirements

At least 3 years of customer technical support experience solving technical problems.
Technical and diagnostic ability, including the ability to diagnose problems beyond basic issues.
Analytical ability and basic mechanical skills.
Flexibility to cover for the team when needed beyond the set schedule.
Strong attention to detail and ability to use overlooked details to solve recurring problems.
Reliably commute to or plan to relocate to Costa Mesa, CA 92626.

Responsibilities

Coordinate scheduling across service providers and internal team shifts to ensure 24/7 coverage for the EVOLV Charging platform.
Provide frontline support for customer inquiries and resolve tickets involving billing, account management, charging access and convenience, and charging hardware or software troubleshooting.
Work with engineering to learn the EV charging ecosystem and industry protocols, including OCPP and OCPI, and understand their impact on product serviceability.
Occasionally travel into the field to provide hands-on technical support to high-value customers.
Communicate regularly with Sales, Marketing, and Engineering about product features and specifications, and develop quality control standards.
Serve as the go-to person for understanding the EV charging process and identifying common troubleshooting problems.
Provide technical guidance and training to support specialists.
Maintain a deep understanding of the organization’s products, services, and technical infrastructure.
Prepare reports and dashboards tracking KPIs such as ticket volume, issue categories, resolution time, customer satisfaction, and changes over time.
Analyze support data to identify trends, recurring issues, KPI deviations, and improvement opportunities, and recommend actions to senior management.
Act as an escalation point for complex technical issues and help resolve them promptly.
Develop and maintain technical training plans for the team and support the creation and maintenance of companywide knowledge resources on related materials and technologies.