Technical Support EVSE- Tier I

Zero Impact Solutions•Costa Mesa, CA

5d•$25 - $28•Onsite

About The Position

This mid-level, in-person position is based at the company’s Costa Mesa, California location and supports customers and partners using the EVOLV Charging platform. The role serves as a lead liaison for customer communications and status reporting, coordinating with engineering, sales, marketing, and external service providers to help meet project milestones and maintain effective support coverage. The position includes frontline customer support, technical troubleshooting, issue escalation, reporting and analysis, and development of technical training and knowledge resources. Occasional field travel may be required to provide hands-on support to high-value customers. The stated schedule is 9:00 AM to 6:00 PM, Monday through Friday, with an 8-hour shift; flexibility to cover for the team may sometimes be needed. The work location is in-person, with no hybrid or remote work.

Requirements

At least 3 years of customer technical support experience resolving technical problems.
Technical and diagnostic ability to diagnose problems beyond basic issues.
Analytical ability and basic mechanical skills.
Flexibility to cover for the team when needed despite having a 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, CA 92626.

Responsibilities

Coordinate scheduling between 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 and issues involving billing, account management, charging accessibility and convenience, and charging hardware or software troubleshooting.
Work with the engineering team to learn the EV charging ecosystem and industry protocols, including OCPP and OCPI, and understand their effect on product serviceability.
Occasionally travel to customer sites to provide hands-on technical support to high-value customers.
Communicate regularly with Sales, Marketing, and Engineering to maintain understanding of product features and specifications and develop quality control standards.
Serve as a subject-matter contact for the EV charging process and identify common troubleshooting problems.
Provide technical guidance and training to support specialists to improve troubleshooting skills and product knowledge.
Maintain a deep understanding of the organization’s products, services, and technical infrastructure.
Prepare regular 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 areas for improvement; recommend actions to senior management.
Act as an escalation point for complex technical issues and guide their prompt resolution.
Develop and maintain team technical training plans using industry knowledge and company resources, and support creation and upkeep of companywide knowledge resources.