EVSE Reliability Operations Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Investigate issues related to EV charging stations by utilizing OCPP messages, transaction logs, charger fault codes, alarms, network diagnostics, remote monitoring platforms, OEM documentation, technical support resources, and ChargerHelp's proprietary software.

• Assess whether problems can be addressed remotely, if technicians need to be dispatched, which components may have failed, the underlying causes related to software, firmware, communications, networking, utility power, or hardware, and the most efficient strategy for restoring service.

• Take ownership of charging station issues from the moment they are reported until they are fully resolved.

• Dispatch and manage field technicians.

• Oversee service work orders.

• Collaborate with OEMs, electricians, utilities, and site hosts.

• Handle both warranty and non-warranty repairs.

• Monitor service level agreements.

• Coordinate the ordering of parts and manage logistics.

• Maintain precise service documentation.

• Lead customer onboarding processes and conduct operational review/status meetings.

• Provide updates regarding ongoing service issues.

• Facilitate contract renewals and assist customers in adding stations to their existing agreements.

• Suggest equipment replacement strategies when suitable.

• Address customer inquiries and escalations.

• Foster trusted relationships with customers through responsive communication and technical expertise.

⛳️ Requirements

• A minimum of 1–3 years of experience in supporting, installing, maintaining, or troubleshooting commercial EV charging infrastructure.

• Familiarity with Level 2 and/or DC Fast Charging equipment.

• Strong knowledge of EVSE hardware, charging workflows, and typical failure modes.

• Proficient in interpreting charger fault codes, alarms, or diagnostic data.

• Experience in supporting one or more leading EVSE manufacturers, such as ABB, BTC Power, Tritium, ChargePoint, Kempower, EVBox, Delta, Autel, or Blink.

• Capacity to independently troubleshoot complex technical issues and determine appropriate next steps.

• Outstanding written and verbal communication abilities.

• Strong organizational, customer management, and problem-solving skills.

• Preferred: experience working with OCPP and Charging Station Management Systems (CSMS).

• Preferred: familiarity with Zendesk, Salesforce, Jira, or similar ticketing systems.

• Preferred: experience in electrical, networking, or telecommunications troubleshooting.

• Preferred: knowledge of Linux, VPNs, networking fundamentals, or remote diagnostics.

• Preferred: previous experience supporting utilities, fleet operators, or Charge Point Operators.

🏝️ Benefits

• Opportunities to enhance technical expertise.

• Chance to influence operational best practices.

• Opportunities for advancement into senior technical and operational leadership roles.