Support Engineer- AC Systems (Multilingual)

  • Essen
  • Eingestellt: 18. Juni 2021
  • Bewerbungsschluss: 18. Juni 2022
    Jobbeschreibung:

    We’re looking for a Support Engineer to join our team in Essen. To be successful in this role you should be passionate about providing a high level of technical support across a wide array of complex issues for our AC product line. This includes reliably delivering and ensuring proper support and development of technical competencies of our partners, providing the right level of visibility on support issues and resolution time. You will follow up on hot and cold loops, document work streams and provide feedback on issues.

    Want to help create a sustainable future of transportation that’s better for everyone? If yes, then take a look at what your role with us will entail.

    About EVBox

    We empower forward-thinking businesses to build a sustainable future by providing flexible and scalable electric vehicle charging solutions.

    You’ll be contributing to the way our innovative charging solutions are designed, built, and maintained. At every stage, our solutions need to be in peak condition to make electric mobility easy and affordable for businesses and drivers around the world.

     

    Get to know the team

    As a Technical Support Engineer based in the Amsterdam office you will be part of the Second Line Support team that is responsible for supporting questions raised by our installation partners. This includes resolving complex issues, escalating the issues with proper documentation to our Level 3 teams and coordinating corrective and preventive action plans.

     

    What you’ll be doing:

    Your day will start off with a daily team stand-up. This is a good opportunity to update your workload and share information with the team. You will follow up on previous open tickets and any updates or resolutions. Then you hit the ticketing queue (Salesforce). You will ensure proper support and development of the technical competencies of our partners and provide the right level of visibility on support issues and resolution time. You will follow up on hot and cold loops, document work streams and provide feedback on current issues. The team shares information across an online knowledge resource and communicates through Slack, which is a great tool for communicating with team members that sit across Europe. After the workday is over enjoy a cold one or two with your colleagues maybe catch a match together. EVBoxers are passionate about the mission for a sustainable future and that’s fun to be a part of!!

    Your main responsibilities will include, but aren’t limited to:

    • Performing root cause analysis on new issues faced
    • Resolving customer/partner’s issues on charging hardware operations and installations
    • Tracking concerns and tasks and follow up on tickets in the available incident management system (salesforce)
    • Ensuring proper escalation of issues and follow up
    • Documenting and following up with technical incidents including providing feedback to the relevant teams internally
    • Performing deep analyses of technical inquiries and provide feedback on hardware and firmware development
    • Developing a deep technical understanding of the product and its lifecycle

    You’ll be leaving your mark in this important field for a sustainable future.

    What you’ll bring to the team

    Technical Skills/ Hard Skills

    • Bachelor’s degree in a technical field (electrical engineering, electronics, robotics or similar)
    • Fluency in German, English and third European language (French) preferred)
    • 3 years of work experience in (technical) support roles, ideally within technology companies.
    • Experience with embedded C, scripting languages, JSON, XML is a strong plus

    We want you to demonstrate

    • Good understanding of customer support / call centre operations (telephony, case management tools and processes)
    • Hands-on experience with development and/or support of cloud-connected embedded hardware systems / IoT systems (i.e. alarms, smart meters, monitoring devices)
    • Knowledge of embedded systems, firmware and M2M communication standards and platforms
    • Strong ability to translate findings into an organised set of steps and accountabilities
    • Strong attention to detail and commitment to quality

    If you have any of these, even better

    • Ability to influence and empathise with remote teams
    • Preparation and maintenance of efficient operational and logistical processes
    • Collect and analyse suggestions for improvement from partners and customers
    • Previous experience with ticketing systems (salesforce)
    • Excellent verbal, writing and typing skills

    Additional benefits we bring to the table

    • Holiday Swap (2 days)
    • Access to learning platforms and personal development budget
    • Volunteer Day
    • Work from anywhere for 2 weeks
    • Work from home (even post-corona) + budget to set up your home office

    Still need convincing? Find out even more about us by visiting blog.evbox.com and by checking us out on Instagram, Facebook, and Twitter.

     

    What it’s like to work at EVBox

    We work together to power our sustainable future. Here’s what drives us:

    • Our friendly, entrepreneurial, and collaborative work environment
    • Working to help grow one of the key regions in Europe with your work
    • Bringing new ideas that are always highly appreciated
    • Interacting in an environment with colleagues from all over the world
    • Working in a modern office that meets all of your needs (when not working from home)

    Due to legal requirements you must have a valid work permit.

    Your interviewing stages might look something like

    • A technical assessment test to gauge your knowledge level 
    • Introduction interview with a member of our recruitment team
    • A chat with our HR team in your native language 
    • Interview with the Manager of International Support 
    • Interview with a Senior Manager within the business
    • We want you to enjoy the process so will be sure to move quickly and follow up at every stage

    EVBox is an Equal Opportunity Employer. We guide ourselves using three values: being passionate, being reliable, and being human. EVBox celebrates diversity and is committed to providing an environment of mutual respect where all employment decisions are based on qualifications, merit, and business need.

    Ready to power our sustainable future? Apply no via the „Apply“ button.

    We’re looking for a Support Engineer to join our team in Essen. To be successful in this role you should be passionate about providing a high level of technical support across a wide array of complex issues for our AC product line. This includes reliably delivering and ensuring proper support and development of technical competencies of our partners, providing the right level of visibility on support issues and resolution time. You will follow up on hot and cold loops, document work streams and provide feedback on issues.

    Want to help create a sustainable future of transportation that’s better for everyone? If yes, then take a look at what your role with us will entail.

    About EVBox

    We empower forward-thinking businesses to build a sustainable future by providing flexible and scalable electric vehicle charging solutions.

    You’ll be contributing to the way our innovative charging solutions are designed, built, and maintained. At every stage, our solutions need to be in peak condition to make electric mobility easy and affordable for businesses and drivers around the world.

     

    Get to know the team

    As a Technical Support Engineer based in the Amsterdam office you will be part of the Second Line Support team that is responsible for supporting questions raised by our installation partners. This includes resolving complex issues, escalating the issues with proper documentation to our Level 3 teams and coordinating corrective and preventive action plans.

     

    What you’ll be doing:

    Your day will start off with a daily team stand-up. This is a good opportunity to update your workload and share information with the team. You will follow up on previous open tickets and any updates or resolutions. Then you hit the ticketing queue (Salesforce). You will ensure proper support and development of the technical competencies of our partners and provide the right level of visibility on support issues and resolution time. You will follow up on hot and cold loops, document work streams and provide feedback on current issues. The team shares information across an online knowledge resource and communicates through Slack, which is a great tool for communicating with team members that sit across Europe. After the workday is over enjoy a cold one or two with your colleagues maybe catch a match together. EVBoxers are passionate about the mission for a sustainable future and that’s fun to be a part of!!

    Your main responsibilities will include, but aren’t limited to:

    • Performing root cause analysis on new issues faced
    • Resolving customer/partner’s issues on charging hardware operations and installations
    • Tracking concerns and tasks and follow up on tickets in the available incident management system (salesforce)
    • Ensuring proper escalation of issues and follow up
    • Documenting and following up with technical incidents including providing feedback to the relevant teams internally
    • Performing deep analyses of technical inquiries and provide feedback on hardware and firmware development
    • Developing a deep technical understanding of the product and its lifecycle

    You’ll be leaving your mark in this important field for a sustainable future.

    What you’ll bring to the team

    Technical Skills/ Hard Skills

    • Bachelor’s degree in a technical field (electrical engineering, electronics, robotics or similar)
    • Fluency in German, English and third European language (French) preferred)
    • 3 years of work experience in (technical) support roles, ideally within technology companies.
    • Experience with embedded C, scripting languages, JSON, XML is a strong plus

    We want you to demonstrate

    • Good understanding of customer support / call centre operations (telephony, case management tools and processes)
    • Hands-on experience with development and/or support of cloud-connected embedded hardware systems / IoT systems (i.e. alarms, smart meters, monitoring devices)
    • Knowledge of embedded systems, firmware and M2M communication standards and platforms
    • Strong ability to translate findings into an organised set of steps and accountabilities
    • Strong attention to detail and commitment to quality

    If you have any of these, even better

    • Ability to influence and empathise with remote teams
    • Preparation and maintenance of efficient operational and logistical processes
    • Collect and analyse suggestions for improvement from partners and customers
    • Previous experience with ticketing systems (salesforce)
    • Excellent verbal, writing and typing skills

    Additional benefits we bring to the table

    • Holiday Swap (2 days)
    • Access to learning platforms and personal development budget
    • Volunteer Day
    • Work from anywhere for 2 weeks
    • Work from home (even post-corona) + budget to set up your home office

    Still need convincing? Find out even more about us by visiting blog.evbox.com and by checking us out on Instagram, Facebook, and Twitter.

     

    What it’s like to work at EVBox

    We work together to power our sustainable future. Here’s what drives us:

    • Our friendly, entrepreneurial, and collaborative work environment
    • Working to help grow one of the key regions in Europe with your work
    • Bringing new ideas that are always highly appreciated
    • Interacting in an environment with colleagues from all over the world
    • Working in a modern office that meets all of your needs (when not working from home)

    Due to legal requirements you must have a valid work permit.

    Your interviewing stages might look something like

    • A technical assessment test to gauge your knowledge level 
    • Introduction interview with a member of our recruitment team
    • A chat with our HR team in your native language 
    • Interview with the Manager of International Support 
    • Interview with a Senior Manager within the business
    • We want you to enjoy the process so will be sure to move quickly and follow up at every stage

    EVBox is an Equal Opportunity Employer. We guide ourselves using three values: being passionate, being reliable, and being human. EVBox celebrates diversity and is committed to providing an environment of mutual respect where all employment decisions are based on qualifications, merit, and business need.

    Ready to power our sustainable future? Apply no via the „Apply“ button.