Technical Support Engineer Ac, Bordeaux

Unfortunately, we are unable to offer this role to anyone not currently able to live and work in the EU. We can not provide visa sponsorship for this vacancy._

**About EVBox**:
We believe in a future where daily transportation is emission-free and sustained by smart charging infrastructure. That's why we've made it our goal to accelerate the adoption of electric mobility by bringing the most accessible and scalable charging solutions to the world. However, the transition from gas to electric cars will change a great deal of what we know about transportation. We're going to need EV charging infrastructure that is accessible, reliable, and future-proof. That's where you come in

At EVBox, we believe that when people feel valued and rewarded their potential is unlimited. We offer competitive salaries and review remuneration packages regularly to ensure that our pay always positively reflects performance.

We promote within, offering learning and development opportunities, including your own personal budget, and we also provide the following benefits as standard:

- The opportunity to participate in a project for the development of **innovative products**:

- The opportunity to contribute to a **zero emission future**:

- Competitive salaries
- Learning & development opportunities
- Brand **new open-space** to work in the best conditions (even coffee is offered )
- An ideal business location, close to the Pessac-Léognan wineries, yet close to the Bordeaux city center.
- To work in an ambitious and fast-growing **international company**:

- The possibility to evolve in a dynamic and flexible environment
- An **onboarding** in Amsterdam to understand the company's challenges and meet the teams
- Team-building events ✌
- Meal voucher

That's not all. We understand that everyone is different, so we try to offer a range of voluntary benefits to suit every lifestyle.

**Get to know the team**

Our Technical Support team provides a high level of technical support for Charging Stations across an array of complex issues within our AC product line. We make sure that our partners and customers receive the right support for their specific issues, and help them develop their own technical competency. It's important for us to provide the right level of visibility and resolve queries efficiently. This can be mostly a remote job (60%), with some travel needed to our offices (40%). If you prefer to go into the office more, you're always welcome

**Job description**

We're looking for **Technical Support Engineers **to join our AC Support team. Once you're successful in this role you will be passionate about providing a high level of technical support for Charging Stations with a variety of complex issues across our AC product line. Reliably delivering and ensuring proper support and development of technical competencies of our partners, you will provide the right level of visibility on support issues and resolution times. This can be mostly a remote job (90%), with some travel needed to our offices (10%). If you prefer to go into the office more, we'd love to see you there

You will be part of the Second Line Support team that is responsible for supporting questions raised by our supplier and installation partners, resolving more complex issues, escalating the issues with proper documentation to our L3 teams and coordinating corrective and preventive action plans with the L3 Engineering team.

**Your main responsibilities will include**:

- Track concerns and tasks and follow up on tickets in the available incident management system (Salesforce)
- Resolve customer / partner issues on charging hardware operations and installations
- Resolve customer / partner issues on our software systems
- Performing root cause analysis on new issues faced
- Perform deep analyses of technical inquiries and provide feedback on hardware and firmware development
- Ensure proper escalation of issues and follow up
- Document and follow-up with technical incidents including providing feedback to the relevant teams internally (i.e. Quality, Supply Chain, L3 Support, Project Management)
- Develop 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 we'd really like more of in the team**:

- Bachelor's degree in a technical field (electrical engineering, electronics, mechanical engineering or similar)
- **Fluency in English and **French**:

- At least 3 years of work experience in (technical) support roles (ideally within technology / energy / electrical / automotive companies)
- Some experience working with hardware
- Any experience with cloud connected embedded systems, or programming / scripting languages (i.e. embedded C, JSON, XML) is a advantageous (but not mandatory)
- Good understanding of customer support / call center operations (telephony, case management tools and processes)
- Some previous experience with ticketing systems is advan