ABOUT THE ROLE:

The Technical Support Engineer (L1) is the frontline service management layer of a 24/7 EV charging support operation. This role is responsible for high-quality intake, triage, and resolution of standard incidents, ensuring SLA adherence while maintaining strong flow efficiency.

L1 operates within a strict SOP-driven environment, resolving repeatable issues and enabling effective escalation of complex cases to L2 with complete and structured diagnostics.

KEY RESPONSIBILITIES

1. Intake & Case Management
   1. Manage incoming tickets via Jira Service Management (portal-first intake)
   2. User Account Creation & Modification
   3. User Access Validation & Revocation
   4. Capture complete and accurate case details:
      1. Symptoms, fault codes, logs, environment context and warranty validation
   5. Validate:
      1. Customer entitlements
      2. Applicable SLA/KPI requirements
   6. Ensure all tickets meet documentation quality standards
2. Triage & Standard Troubleshooting
   1. Classify issues across:
      1. Hardware (charger faults)
      2. Software/backend
      3. Network/connectivity
      4. Environmental
      5. User/customer backend faults
   2. Resolve low-complexity and repeatable issues using guided workflows
3. Resolution & SLA/KPI Delivery
1. Deliver timely resolution aligned with SLAs and KPIs
2. Contribute to First Contact Resolution (FCR) targets
3. Maintain high throughput while ensuring quality of process
4. Follow structured prioritization based on SLA's and criticality criteria
4. Escalation Management
   1. Escalate cases to L2 with:
      1. Attach logs and other diagnostics information
      2. Structured notes and actions taken
      3. Customer temperature, and SLA targets to consider
   2. Ensure first-time-right escalation quality to reduce rework
   3. Support L2 by providing clear reproduction steps and case history
5. Dispatch & Partner Coordination (L1-Scoped)
   1. Dispatch service partners when explicitly defined in SOPs order necessary spare parts
   2. Provide partners with:
      1. Case details
      2. Troubleshooting steps already performed
      3. SLA Compliance Details
      4. Site Access information (if provided)
   3. Monitor ticket progress and follow up on:
      1. Field visits
      2. Spare parts/logistics updates (Note: decision-making beyond SOP remains with L2)
6. Knowledge & SOP Adherence
   1. Strictly follow Confluence as the single source of truth
   2. Flag:
      1. Missing SOPs
      2. Gaps in troubleshooting steps
      3. Gaps in Customer Asset Data
      4. Gaps in Customer warranty terms
   3. Contribute feedback to improve:
      1. SOP clarity
      2. Knowledge base accuracy
7. Customer & Stakeholder Communication
   1. Communicate clearly with:
      1. Customers
      2. Service partners
      3. L2 Support 
   2. Ensure professional handling of customer interactions and expectations
8. Cross-Functional Coordination
   1. Coordinate with:
      1. L2 support for escalations
      2. Field service teams (via tickets)
      3. Internal stakeholders when required
9. Continuous Improvement & Feedback Loop
   1. Identify recurring issues and provide feedback to:
      1. L2
      2. Product/QA teams (via structured inputs)
   2. Support improvement of
      1. Ticket quality
      2. Intake processes
      3. Resolution workflows
      4. Customer Install Base with Proactive Engagement
10. Key Performance Indicators (KPIs)
1. First Contact Resolution (FCR) Rate
2. SLA Compliance (Response & Resolution)
3. Ticket Quality Score (completeness, accuracy)
4. Throughput (tickets handled per shift)
5. Escalation Quality (rework rate from L2)
6. Customer Satisfaction (CSAT)
7. Lead Generation

SKILLS & QUALIFICATIONS:

Foundational knowledge of:

• Electrical Fundamentals: A strong understanding of AC/DC circuits, voltage, current, and power ($P = V \times I$), as well as the ability to read wiring diagrams.

• Electrical systems safety practices

• EV charging infrastructure (preferred)

• Basic hardware/software troubleshooting

Ability to:

• Read fault codes and system alerts
• Perform structured resolution steps using SOPs in Charge
• Eye or Technical Documentation
• Understanding network protocols (such as TCP/IP and DHCP) and wireless connectivity.

(Nice-to-have based on profile)

Background in:

• Electrical installation, inspection, or maintenance
• Data Center Operations Support and Maintenance
• IT Support and Network Operations Centers
• Remote Hardware Support

Familiarity with:

• Electrical safety standards (preferred)

Tools & Process

Experience with:

• Jira Service Management (ticketing system)

• Confluence (knowledge base)

• Microsoft Office and Microsoft Teams

Strong adherence to:

• SLA/KPI-driven workflows

• Structured documentation standards

Behavioral Competencies

• Strong customer service orientation

• High attention to detail in ticket documentation and validation

• Ability to follow structured processes with discipline

• Good problem-solving and analytical thinking

• Ability to work in a high-volume, SLA-driven environment

Training & Ramp Expectations

Completion of:

• Jira and Confluence training

• SOP-based troubleshooting certification

Exposure to:

• Basic EV charger operations and safety awareness

Gradual increase in scope based on:

• SOP readiness

• Performance against KPIs