Technical Support EVSE- Tier I

Zero Impact Solutions•Santa Ana, CA

7d•Onsite

About The Position

Zero Impact Solutions is seeking a mid-level Technical Support EVSE professional to support its EVOLV Charging platform and renewable energy customers. Based at the Costa Mesa, California office, this is an in-person role with a stated schedule of 9:00 AM to 6:00 PM, Monday through Friday. The position serves as a primary liaison for customer communications and status reporting, working with engineering, sales, and other teams to resolve support issues and help meet project milestones. The role provides frontline assistance for customer inquiries involving billing, account management, charging access, and EV charging hardware or software. It also supports complex issue escalations, contributes to technical training and knowledge resources, and uses support data to monitor performance and recommend improvements. Occasional field travel may be needed to provide hands-on technical support to high-value customers. The position offers an opportunity to develop within the renewable energy and EV charging industry.

Requirements

At least 3 years of customer technical support experience solving technical problems.
Technical and diagnostic ability to diagnose problems beyond basic issues.
Basic mechanical skills.
Flexibility to cover for the team when needed in addition to the set schedule.
Strong attention to detail and ability to use overlooked details to solve recurring problems.
Ability to reliably commute to or relocate to Costa Mesa, California.

Responsibilities

Coordinate scheduling between service providers and internal team shifts to help ensure 24/7 coverage for the EVOLV Charging platform.
Respond to customer inquiries and resolve support tickets involving billing, account management, charging accessibility and convenience, and charging hardware or software troubleshooting.
Work with engineering to learn the EV charging ecosystem and industry protocols such as OCPP and OCPI, including how they affect product serviceability.
Occasionally travel into the field to provide hands-on technical support to high-value customers.
Communicate with Sales, Marketing, and Engineering about product features and specifications, and help develop quality control standards.
Identify common EV charging problems and support troubleshooting.
Provide technical guidance and training to support specialists.
Maintain knowledge 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 root causes, KPI deviations, and improvement opportunities, and recommend actions to senior management.
Act as an escalation point for complex technical issues and assist with timely resolution.
Develop and maintain technical training plans and help create and maintain companywide knowledge resources concerning relevant materials and technologies.