Technical Support EVSE- Tier I

Zero Impact Solutions•Costa Mesa, CA

12d•Onsite

About The Position

Zero Impact Solutions is seeking a technical support professional for its EV charging platform at its Costa Mesa, California office. This mid-level, in-person role serves as a primary liaison for customer communications and status reporting, working with engineering, sales, and other teams to help meet project milestones and support partners. The position is scheduled from 9:00 AM to 6:00 PM, Monday through Friday, with an eight-hour shift listed. Team members may sometimes need to cover for colleagues to support service coverage. The role provides frontline assistance with customer tickets involving billing, account management, charging access, and EV charging hardware or software troubleshooting. The employee will build working knowledge of EV charging systems and industry protocols such as OCPP and OCPI, support escalations, and occasionally travel to provide hands-on technical support to high-value customers. The position also involves analyzing support performance, preparing KPI reports and dashboards, identifying recurring issues and improvement opportunities, and recommending actions to senior management. The successful candidate will provide technical guidance and training to support specialists, develop team training plans, and help maintain companywide knowledge resources. Zero Impact Solutions delivers EV charging and energy infrastructure projects, including design, permitting, construction, commissioning, maintenance, and support. The company is an equal opportunity employer.

Requirements

At least 3 years of customer technical support experience solving technical problems.
Technical and diagnostic ability to investigate problems beyond basic troubleshooting.
Basic mechanical skills.
Flexibility to cover for team members when needed.
Strong attention to detail and ability to use overlooked details to resolve recurring problems.
Ability to reliably commute to or relocate to Costa Mesa, California.

Responsibilities

Coordinate scheduling between service providers and internal team shifts to support 24/7 coverage for the EVOLV Charging platform.
Provide frontline customer support and timely resolution of tickets involving billing, account management, charging accessibility and convenience, and charging hardware or software.
Work with engineering to learn the EV charging ecosystem and protocols such as OCPP and OCPI, and understand their effects on product serviceability.
Occasionally travel 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.
Serve as a subject matter resource for the EV charging process and common troubleshooting issues.
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 including ticket volume, issue categories, resolution time, customer satisfaction, and changes over time.
Analyze support data to identify trends, recurring issue 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 their resolution.
Develop and maintain technical training plans and support companywide knowledge resources related to relevant materials and technologies.