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.