Responsibilities * Coordinate scheduling between external service providers and the internal teams shifts to ensure we have 24/7 coverage for our EV charging network. * Act as the frontline support for customer inquiries that get referred from the call-center, providing timely and effective resolution to tickets and issues. This includes but is not limited to issues related to: Billing, account management, charging accessibility and convenience, or troubleshooting charging hardware and software. * Communicates department goals and other pertinent company information to members of the Technical Support team in a clear, accurate, and timely manner. * Monitor the teams call and activity performance and provide coaching and training to encourage a culture of excellence. * Work with the engineering team to quickly understand our EV charging ecosystem, the industry protocols (OCPP, OCPI, etc.), and how everything affects the serviceability of our products. * Occasionally able to travel into the field to provide hands-on technical support to high value customers to ensure lasting relationships. * Ensure that insights gathered via the technical support program are consistently processed and shared with the engineering, development, sales, and marketing teams to create a reliable market feedback loop for products and services. * Communicate regularly with Sales, Marketing, Engineering to maintain and understand product features/specifications, and develop quality control standards. * Be the go-to person for understanding the EV charging process and identifying common problems during troubleshooting. * Challenge yourself and the team to pursue continuous improvement in our troubleshooting practices for maximum efficiency. * Provide technical guidance and training to support specialists to enhance their troubleshooting skills and product knowledge. * Maintain a deep understanding of the organizations products, services, and technical infrastructure. * Prepare regular reports and dashboards to track key performance indicators (KPIs) such as ticket volume, issue categories, resolution time, customer satisfaction, and the movement in these metrics over various time-periods. * Analyze support data to identify trends, root causes of recurring issues or KPI deviations, areas for improvement, and make recommendations to senior management to drive strategic decision-making. * Act as an escalation point for complex technical issues, providing guidance and assistance to resolve them promptly. * Develop and maintain team technical training plans leveraging industry knowledge and internal company resources and personnel; and support the creation and upkeep of a companywide knowledge resource on the related materials and technologies. Requirements and skills * Bachelors degree in computer science, engineering, a related field, or equivalent experience. * Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills. * You have 3+ years of leadership experience and have excelled at leading a team of technically focused agents in the past. * You have 5+ years of customer technical support experience where you solved problems that were technical in nature. * Experience at building and staffing a technical support team from the ground up. * Experience designing and maintaining a technical support program * You are flexible. While you have a set schedule there may be times where you need to cover for your team. Physical Demands * Sitting: the majority of the workday involves sitting at a desk operating a computer * Environment Factors: the office setting may have moderate noise levels and variations in temperature * Standing and Walking: the role is primarily sedentary, occasional standing and walking may be required to perform various office tasks