Job Description

ABOUT THE ROLE:

The Technical Support Engineer (L2) serves as the technical escalation layer and service engineering function within a 24/7 EV charging support model. This role is responsible for resolving complex and non-standard incidents, supporting field service execution, and driving continuous improvement through SOP development and knowledge expansion.

L2 operates within a controlled, procedure-based scope, expanding responsibilities over time as processes mature and capabilities are validated.

KEY RESPONSIBILITIES:

1. Advanced Technical Troubleshooting & Resolution
1. Diagnose and resolve complex issues across hardware, firmware, network, and backend systems
2. Perform multi-layer to eliminate recurring issues
3. Handle cases beyond L1 SOP coverage with end-to-end ownership
2. Escalation Ownership & Quality Control
1. Take full ownership of L1 escalations, ensuring timely and SLA-aligned resolution
2. Validate L1 diagnostics and provide structured feedback to improve triage accuracy
3. Minimize unnecessary escalations to L3 through effective resolution at L2 level
3. Partner & Field Service Management (NEW – Critical Addition)
1. Coordinate and support certified service partners during field interventions
2. Provide technical guidance and remote assistance for onsite activities
3. Monitor and assess partner performance and service quality
4. Ensure partners are equipped with complete instructions, documentation, and case history
5. Track and follow through on escalation and logistics tickets within Jira
4. Field Support Integration
1. Interface with field teams and provide remote support for complex non-standard issues
2. Support dispatch decisions beyond L1 authority, especially for complex or high-risk cases
3. Ensure alignment between remote diagnosis and field execution
5. SOP Development & Knowledge Ownership (Strengthened)
   1. Maintain knowledge base (Confluence) as the single source of truth
   2. Translate recurring L2 issues into:
      1. New SOPs
      2. L1-ready troubleshooting procedures
      3. Partner/Customer facing Technical Bulletins
   3. Drive downward migration of repeatable work from L2 L1
6. Cross-Functional Collaboration
   1. Collaborate closely with:
      1. Engineering (L4) for defect resolution
      2. Product teams for system improvements
      3. Logistics for spare parts tracking
      4. Field service teams for execution alignment
   2. Participate in defect tracking and product feedback loops
7. Customer & Stakeholder Communication
   1. Communicate directly with customers and partners on complex technical issues
   2. Translate technical findings into clear, structured updates
   3. Ensure professional handling of high-priority and escalated cases
8. Governance & Continuous Improvement
   1. Participate in QBRs and escalation reviews
   2. Analyze escalation trends (L2 L3, repeat incidents)
      1. Identify and drive improvements in:
         1. SOPs
         2. Tooling
         3. Support workflows
         4. Training Processes and Documentation
9. Mentoring & Capability Building (Strengthened)
   1. Provide structured coaching and mentoring to L1 agents
   2. Support training of service partners on troubleshooting and ticket handling
   3. Contribute to capability uplift across the support organization

SKILLS & QUALIFICATIONS:

• Technical Competence (Enhanced – Domain-Specific)
  • Strong knowledge of:
    • EV charging systems (AC/DC power flow: grid to charger to vehicle)
    • Electrical systems and safety protocols
    • Network communications (OCPP, CAN, cellular connectivity)
    • Charging standards (CCS, CHAdeMO, GB/T, MCS)
  • Ability to troubleshoot across:
    • Hardware Firmware/software Backend/platform systems
    • Technical logs and error codes to identify the root causes of failures

• Tools & Process
  • Advanced experience with:
    • Jira (case management, workflows, escalation handling)
    • Confluence (SOP authoring, knowledge base authoring, governance and monitoring platforms)
  • Strong adherence to:
    • Structured documentation
    • Change management processes
    • SLA-driven operations

Education & Experience

• Preferred
  • Bachelor's degree in Electrical Engineering or Electronics and Communications Engineering (ECE)
• Alternative Qualification Path (Acceptable):
  • Technical/vocational graduate in electrical, electronics, or related field with 3–5 years of relevant hands-on experience
• Experience Requirements:
  • Minimum 3–5 years' experience in:
    • Technical support, service engineering, or field service
    • Troubleshooting electrical, hardware, or network-connected systems
• Exposure to EV charging, power systems, industrial equipment or similar infrastructure environments is highly preferred.
• Knowledge of EV charging standards and protocols (e.g., CCS,CHAdeMO, GB/T) highly preferred.

Behavioral Competencies

• Strong analytical and deep problem-solving capability

• High ownership and accountability for end-to-end resolution

• Ability to operate in evolving and partially defined environments

• Strong communication skills for technical and non-technical audiences

• Capability to coach, mentor, and influence across teams

Training & Ramp Expectations

• Completion of:
  • Advanced technical training (hardware + systems)
  • Jira/Confluence mastery

• Exposure to:
  • Hands-on hardware training (via Kempower training centers or equivalent)

• Initial Scope
  • Limited to approved procedures at go-live
  • Expanded through governance and SOP readiness model