Diagnostic Support Engineer

**Powering our sustainable future together**

Mobility has given us freedom. Opportunity. Growth. It has defined our world. But it has come at a price. To create a sustainable future, we must transition away from fossil fuels; and embracing electric mobility is key to making this happen. That's why, over a decade ago, EVBox was founded to empower the EV revolution.

Today, that revolution is unstoppable. We’ve now entered the new era of mobility: one where electric vehicle has shifted from a niche technology to an agent of change in society. A disruptive force, no longer for the few, but for the many. It's time to take it mainstream.

In this new era, we must lay the foundations of an electric mobility network that's fit for mass electric vehicle adoption. That's why we are leading the charge with a complete ecosystem of solutions for forward-thinking businesses and drivers. To build a world where electric mobility is the new normal.

To get there, we need people from all walks of life who share our passion for creating a sustainable future. Join us to empower the global shift to electric mobility with our all-in-one EV charging solutions.

**About the Team**

We pride ourselves on fostering a culture of open communication, autonomy, and initiative. Join a dependable, passionate team that values collaboration and teamwork, and is dedicated to delivering exceptional results.

As a Diagnostic Support Engineer, you will play a pivotal role in driving the growth and success of Remote Diagnostics & Data, a strategic cornerstone of our organization. You will work within project teams focused on interconnected initiatives that demand effective organization, evolution, and a results-oriented approach to collaboration.

**About the Role**

In this role, you will elevate diagnostic and troubleshooting capabilities to new heights, ensuring the seamless usability of our service and support systems. Your contributions will be integral in embedding these capabilities into the core DNA of our organization.

**Key Responsibilities**

Define requirements, deliverables, and success criteria for remote diagnostic solutions, ensuring optimal uptime, success rates, and power delivery.

Assess and monitor the reliability of implemented solutions, measuring effectiveness through defined KPIs.

Identify and report bugs within remote diagnostic solutions for continuous improvement.

Partner with cross-functional teams, including product management, hardware engineering, IT, supply chain, and manufacturing teams, to deliver cohesive solutions.

Maintain clear, consistent communication to ensure all stakeholders are informed of new capabilities and updates across various channels.

Author detailed troubleshooting guides for DC products, addressing common issues with clear, step-by-step solutions.

Maintain the accuracy and completeness of internal and external troubleshooting documentation, ensuring it is consistently up-to-date.

Conduct training sessions to equip team members with the skills and knowledge to leverage new tools and documentation effectively.

Establish a feedback loop to refine error codes and troubleshooting procedures, fostering continuous improvement.

Test error codes and troubleshooting processes by replicating issues on real chargers and validating new diagnostic tools.

Provide input for diagnostic feature development, validate new functionalities, and conduct thorough testing to optimize performance.

Develop Python scripts to enhance log analysis efficiency, automating processes to streamline troubleshooting efforts.

**Requirements**:
Master’s Degree in a technical field such as Industrial Engineering, Electrical Engineering, IT, Data Sciences, or a related discipline.

5-10 years of professional experience, including 2+ years in a service and support engineering role.

Expertise in the electric vehicle and/or charging station infrastructure industry.

Familiarity with embedded systems, firmware, software, IoT, and M2M communication standards is advantageous.

Proven ability to work effectively with customers and manage product-related customer processes and systems.

Strong analytical skills to identify patterns, correlations, and solutions to challenges.

Experience in remote diagnostics, with a focus on troubleshooting charging infrastructure.

Excellent problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

Strong communication and interpersonal skills, with the ability to convey technical information clearly and effectively.

Data-driven mindset, capable of translating insights into actionable steps.

Passion for Electric Vehicles and Energy Systems: Demonstrates enthusiasm and commitment to advancing eMobility and sustainable energy solutions.

Process Development Expertise: Proven experience in implementing structured methods and creating new processes and procedures to enhance efficiency and effectiveness.

eMobility Knowledge: Comprehensive understandi