Responsibilities

Introduction
The Remote Technical Support Specialist will play a key role in supporting our call center, dealer network, and customers by remotely diagnosing vehicle issues, supporting Over-The-Air (OTA) functions, analyzing telematics data, and coordinating technical escalations with engineering and aftersales teams.
This role combines advanced EV technical knowledge with customer-oriented communication and remote troubleshooting capabilities. This position is based at XPENG Europe Headquarters in Amsterdam and requires full-time onsite presence. Remote or hybrid working arrangements are not applicable for this role.
Key Responsibilities
Remote Technical Support
- Perform remote diagnosis and troubleshooting of XPENG vehicles using telematics and diagnostic platforms
- Analyze vehicle fault data, logs, DTCs, OTA status, and customer-reported symptoms
- Support customers and dealers with:
- OTA updates
- Connectivity issues
- Charging concerns
- ADAS/XPILOT alerts
- Infotainment and app pairing issues
- Vehicle software anomalies
- Execute remote actions where applicable
- Support call center agents with technical expertise and escalation handling
- Provide clear technical guidance and troubleshooting procedures
- Assist in reducing unnecessary workshop visits through remote resolution
- Support dealerships with pre-diagnosis and technical guidance before workshop visits
- Escalate complex cases to engineering teams when required
- Collect and document software bugs, recurring technical concerns, and field quality issues
- Participate in root cause investigations and continuous improvement activities

Qualifications

Required Qualifications
Technical Competencies
- Strong understanding of:
- Electric vehicle systems
- High-voltage systems
- Vehicle diagnostics
- Telematics and connectivity
- ADAS systems
- OTA software processes
- Experience with OEM diagnostic platforms and remote troubleshooting tools
- Ability to interpret DTCs, logs, and technical data
Experience
- Minimum 3–5 years experience in automotive technical support, diagnostics, or workshop operations
- Experience within EV or connected vehicle environments preferred
- Experience working with OEM systems and technical case management platforms preferred
Communication Skills
- Strong customer-oriented mindset
- Ability to explain technical matters clearly to non-technical audiences
- Professional communication skills with dealers, call centers, and engineering teams
- Ability to work in a fast-paced and international environment
Preferred Qualifications
- Experience with remote diagnostics or telematics platforms
- Multilingual capabilities are considered a strong advantage
- Experience with analytics platforms is a plus