Technical Support EVSE- Tier I

Zero Impact Solutions•Huntington Beach, CA

6d•Onsite

About The Position

Zero Impact Solutions is seeking a technical support professional for an in-person, mid-level position at its Costa Mesa, California office. The role supports customers using the EVOLV Charging platform and serves as a primary liaison for customer communications, ticket resolution, and status reporting. The successful candidate will coordinate with engineering, sales, marketing, service providers, and internal teams to support customer needs and meet project milestones. The position involves diagnosing EV charging hardware and software issues, helping customers with billing, account management, and charging access, and escalating complex technical issues. The employee will develop knowledge of EV charging systems and industry protocols such as OCPP and OCPI, provide technical guidance and training to support specialists, and maintain training plans and company knowledge resources. The role also tracks and analyzes support KPIs, identifies trends and recurring problems, and recommends improvements to senior management. 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 listed. The position is in-person only, with no hybrid or remote work. Compensation is $25.00–$28.00 per hour.

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.
Analytical ability.
Flexibility to cover for the team when needed, despite having a set schedule.
Strong attention to detail.
Ability to reliably commute to or relocate to Costa Mesa, CA 92626.

Responsibilities

Coordinate scheduling among service providers and internal team shifts to ensure 24/7 coverage for the EVOLV Charging platform.
Serve as frontline support for customer inquiries and resolve tickets involving billing, account management, charging access, and charging hardware or software.
Work with engineering to learn the EV charging ecosystem, industry protocols such as OCPP and OCPI, and their effects on product serviceability.
Occasionally travel to customer sites 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.
Troubleshoot EV charging issues and identify common problems in the charging process.
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, including ticket volume, issue categories, resolution time, and customer satisfaction.
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 guide their resolution.
Develop and maintain technical training plans and support companywide knowledge resources about relevant materials and technologies.