Support Software Engineer

Scope of Job

• As a member of the support team, you will work with the Customer Service Representatives and the Software
• Engineering Team as a resource of valuable information and knowledge to solve complex topics. You will help
• our internal teams and customers troubleshoot and find patterns while working on a permanent solution to
• problems. Daily tasks include but not limited to: answering calls from customers if needed, keeping in contact
• with Site hosts informing and updating them, capturing detailed diagnostics, analyzing patterns, recovering
• information, review the processes and see some tasks that are automation material and escalating incidents if
• there is a need to. You will be the first to receive cases from tier 1 support and will need to analyze, identify,
• solve, or escalate to get things running.

Responsibilities

• 95% - Primary Responsibilities
• ● Solve complex customer issues independently and be a go-to resource for other team members
• ● Perform hands-on problem solving with drivers and site hosts to re-enforce the PowerFlex brand of
• robust and scalable EV charging
• ● Establish new and review existing processes within the support team to improve efficiencies and provide
• standardization of quality assurance of our services.
• ● Analyze field issues to provide insights on product quality and process improvement
• ● Analyze customer issues, value of the internal solutions and processes to provide metrics on product
• quality.
• ● Occasionally Provide support by answering driver phone calls, emails, and customer inquiries
• 5% - Other duties as assigned as per internal requests and approved by your manager

Skills/Knowledge/Abilities

• ● Bachelor’s degree in computer science, electrical engineering, related degree, or relevant experience
• ● Excellent written and verbal communication.
• ● Should be comfortable in a fast-paced, constantly evolving environment and should be comfortable
• learning new platforms as they arise.
• ● Highly organized and effective at engaging with multiple customers and teams
• ● Has great organizational and effective time management skills.
• ● Has experience as a Support Engineer, QA Engineer, or Software Engineer is highly preferable.
• ● It will be preferred if the candidate has familiar working knowledge of Linux/Ubuntu and scripting with
• sh/bash, Python, or Automation.