Software Support Lead

at  EV Connect Inc

EV Connect is seeking an energetic problem solver to join our in-house support team. You will be the first responder to Software bug issues, ensuring that issues with our platform are quickly addressed. Your main duty is to ensure that every bug ticket is reviewed, diagnosed, and solutioned in accordance with our SLAs. In addition, you will serve as a key communicator between our Hardware Technical Support team and customers, as well as assist with training the Hardware Technical Support team.
You will work directly with our customer support and HW vendor partners to troubleshoot and resolve EV charging station issues in the field and return stations to active service in the shortest possible timeframe. You will serve as an escalation point for incidents reported by customers.
The proper candidate will be comfortable with hardware and software technologies and able to execute effectively against demanding SLAs. Positive attitude, flexibility and a strong work ethic are critical to thriving in this position.

QUALIFICATIONS (YOU ARE):

• You have a winning attitude and embody the concept of extreme ownership.
• 3+ years of experience in software support, with a focus on B2B SaaS products; in-depth knowledge of EV charging software is preferred
• Familiarity with bug tracking tools such as Jira, etc.
• A critical and analytical thinker with a passion for solving customer issues.
• A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments.
• Willing to work flexible hours and overtime on short notice as customer escalations require.
• Available to be “on call” after normal working hours on a periodic basis.
• Comfortable around a computer with experience in MS Office Suite, plus one or more Cloud-based ticket management systems such as Zendesk.
• Familiar with electrical/electronic concepts and applications.
• Familiar with cellular and Wi-Fi network communications fundamentals.

EDUCATION:

• Bachelor’s Degree or equivalent in electronics, mechanical engineering or related technical discipline is required.

EXPERIENCE:

• Required: 2+ years of support role in the eMobility/EV Charging industry
• 3-5 yrs. of relevant experience in technical support, computer / network programming, electrical contracting, customer support or related area

• Responsible for end to end issue resolution through collaboration with the product engineering teams in accordance with our SLAs.
• Ticket Review & Diagnosis: Review the submitted incidents and utilize your deep knowledge of our software to identify root cause of the bug.
• Ticket Prioritization & Assignment: Assign a priority level to each bug based on its severity and potential impact on users and direct each bug ticket to the appropriate development team based on the nature of the issue.
• Use thorough vetting of the issue to ensure customer incidents are properly labeled as bugs before sending to Product teams for further analysis.
• Troubleshoot and identify issues within rigorous SLA timelines.
• Monitor network for software uptime to ensure KPIs are being met
• Manage and execute actions on service tickets in conjunction with internal and external teams and partners.
• Analyze and provide clear feedback regarding issues that arise with hardware and software.
• Stand up software training, SOPs and documentation for the support team and provide period training
• Maintain support/troubleshooting documentation and SOPs.
• Provide technical recommendations to internal and external teams to resolve possible network communication issues.
• On-call availability on rotation will require availability outside of regular business hours and weekends.