About Us With electric vehicles (EVs) expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint is at the center of this revolution, powering one of the world\'s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality. Since our founding in 2007, ChargePoint has focused solely on EV charging and established a business model that\'s been validated by more than a decade in business and thousands of customers. As now a public company, we remain focused on broadening our market leadership and building on years of innovation. ChargePoint offers a once-in-a-lifetime chance to build our all-electric future and dominate a trillion-dollar market. Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come. Discover what it\'s like to help build the fueling network of the future - check out our Engineering Blog. Reports To Senior NOC Delivery Manager What You Will Be Doing (Sr) NOC Support Engineers will provide technical and network problem resolution to end-users by monitor, correlate, manage and act on proactive alerts received. Define and diagnosing resolutions to issue and drive availability of charging stations. Systematically reduce critical outages and improved overall network uptime and work collaboratively with other services teams Critical to follow ITIL service lifecyvcle Framework and ensure MTTR and MTBF are achieved. Create technical documentation and make improvements to processes and procedures. Perform proactive preventative maintenance for both hardware and software. Script creation, collect and review performance reports for various systems and report trends on station performance and energy optimization metrics What You Will Bring to ChargePoint
Tenacious commitment to customer focused support
Comfort with making complex decisions and excited by "thinking outside the box"
The ability to read and understand site drawings, field repair guides and product specifications
Must have exceptional troubleshooting and advanced analytical thinking skills for complex issue resolution between hardware/software components
Ability to accurately convey complex concepts in easily digestible communications both verbally and in writing
Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations
Create test plans, test cases, and other documents based on software expectations and specifications.
Account management skills including investigating and understanding current and historical issues for specific accounts
Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
Ability to work effectively and complete tasks/projects with minimal supervision
Open communicator, ability to give and receive actionable feedback
Proactively identify areas of product improvement including design enhancements, failure analysis, and quality control
Focuses and guides self in accomplishing work objectives
Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation
Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
Requirements
Minimum of 4 years in a technical support environment for complex hardware and software solutions
Working experience, certifications, or bachelor\'s degree in technical field
Experiences desired:
Embedded Linux, RTOS, System Administration, syslog parsing/triage
ITIL Service lifecycle and task / project management required
Power distribution and/or power electronics fundamentals, familiarity with AC/DC EV charging protocols: CCS, CHAdeMO, J1772 etc.
Cloud based management platform and application support
Documentation and creating knowledge articles
Capture serviceability and supportability requirements to improve support deliver to customers.
Ability to work with hardware and software engineering on problem resolution
CRM tools such as Salesforce
Jira or other bug management tools
NetSuite or other ERP management tools
Strong communication, interpersonal, motivational, and organizational skills.
Location Bangalore, India We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ChargePoint is an equal opportunity employer. Applicants only - Recruiting agencies do not contact.
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