Technical Support Manager

Zero Impact Solutions•Santa Ana, CA

5d•$70,304 - $95,000

About The Position

Zero Impact Solutions is seeking a Technical Support Manager to lead our customer service and technical support organization for the EVOLV Charging platform. As a Technical Support representative, your primary responsibility will be to support and communicate updates with clients. Collaborating closely with sales and engineering teams, you will play a key role in tracking project completion and being the primary point of contact with our clients. This is an exceptional opportunity for individuals eager to immerse themselves in the EV charging and renewable energy industry. Job Description: Team Leadership & Support Operations Lead, coach, and develop a team of customer service and technical support specialists, setting clear expectations, goals, and performance standards. Own staffing, scheduling, and coordination with internal teams and service providers to ensure operational coverage. Foster a culture of accountability, collaboration, and customer-centric problem solving. Monitor call handling, ticket activity, and support quality; provide ongoing coaching, feedback, and performance management. Serve as a senior point of contact for escalated customer issues, ensuring timely and professional resolution. Training & Knowledge Management Develop and deliver structured training programs covering customer service best practices, troubleshooting methodologies, and OCPP fundamentals. Ensure support specialists are equipped to independently resolve common EV charging and platform-related issues. Create, maintain, and continuously improve internal documentation and company-wide knowledge base resources related to EV charging workflows and EVOLV platform behavior. Cross-Functional Collaboration & Reporting Collaborate with the EVOLV platform development team, Service, Product, Sales, and Marketing to remain current on features, updates, and serviceability impacts. Prepare and maintain reports and dashboards tracking KPIs such as ticket volume, issue categories, resolution time, escalation rates, SLA performance, and customer satisfaction. Analyze support data to identify trends, recurring issues, and areas for improvement, present insights and recommendations to leadership. Occasionally travel to customer sites to provide hands-on technical support for high-value customers and strengthen long-term relationships.

Requirements

Proven experience leading customer service and/or technical support teams, including coaching, performance management, and scheduling.
Hands-on experience supporting OCPP-compliant EV charging systems, with demonstrated ability to troubleshoot real-world protocol and connectivity issues.
Strong working knowledge of OCPP 1.6J and/or 2.0.1 and how charger-to-backend communications impact customer experience.
Minimum of 5+ years of experience in technical support, customer support, or service operations roles.
Experience using CRM and ticketing systems.
Excellent verbal, written, and presentation communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Valid State Driver’s License.
Authorized to work in the United States (E-Verify employer).
Ability to pass background and drug screening.

Nice To Haves

Bachelor’s degree in Business, Engineering, Information Systems, or a related field.
Experience supporting multi-vendor EV charging hardware in a networked environment.
Experience managing 24/7 support operations.

Responsibilities

Lead, coach, and develop a team of customer service and technical support specialists, setting clear expectations, goals, and performance standards.
Own staffing, scheduling, and coordination with internal teams and service providers to ensure operational coverage.
Foster a culture of accountability, collaboration, and customer-centric problem solving.
Monitor call handling, ticket activity, and support quality; provide ongoing coaching, feedback, and performance management.
Serve as a senior point of contact for escalated customer issues, ensuring timely and professional resolution.
Develop and deliver structured training programs covering customer service best practices, troubleshooting methodologies, and OCPP fundamentals.
Ensure support specialists are equipped to independently resolve common EV charging and platform-related issues.
Create, maintain, and continuously improve internal documentation and company-wide knowledge base resources related to EV charging workflows and EVOLV platform behavior.
Collaborate with the EVOLV platform development team, Service, Product, Sales, and Marketing to remain current on features, updates, and serviceability impacts.
Prepare and maintain reports and dashboards tracking KPIs such as ticket volume, issue categories, resolution time, escalation rates, SLA performance, and customer satisfaction.
Analyze support data to identify trends, recurring issues, and areas for improvement, present insights and recommendations to leadership.
Occasionally travel to customer sites to provide hands-on technical support for high-value customers and strengthen long-term relationships.