Product Support Engineer

Join to apply for the Product Support Engineer role at Ivy Charging Network Ivy Charging Network is seeking a proactive and analytical Product Support Engineer to join our Operations team. This is a critical role supporting Ivy’s expanding EV charging infrastructure by ensuring technical issues are resolved promptly and systems run optimally. This full‑time role offers the opportunity to work at the heart of a high‑growth company powering Ontario’s electric revolution. You’ll be instrumental in supporting Level 2 and Level 3 EV chargers across the province by solving problems, escalating vendor issues, and providing data‑driven insights to improve uptime and performance. We’re looking for someone who thrives on solving problems, takes pride in helping others, and enjoys digging into the root cause—not just applying quick fixes. A natural troubleshooter and someone who genuinely enjoys being of service will do well in this role. What we offer 100% remote position in Ontario Occasional site visits and in‑office meetings (Downtown Toronto) Exposure to cutting‑edge EV technologies and real‑world impact A role that encourages ownership and initiative Key roles and responsibilities Monitoring and Analysis Monitor performance dashboards for Ivy’s Level 2 and Level 3 EV chargers daily. Identify and investigate recurring patterns, anomalies, or fault codes and take ownership of resolution or escalation. Track charger condition and network status using vendor portals and internal tools. Technical Support and Escalation Handle tickets escalated by Tier 1 Support. Perform first‑level diagnostics and determine next steps. Create detailed, technically sound vendor cases when deeper issues arise, and track follow‑up to closure. Document troubleshooting steps and knowledge base articles to support Tier 1 and reduce repetitive issues. Communication and Coordination Respond professionally and timely to both internal and external emails related to charger performance, outages, and customer complaints. Act as a technical liaison with third‑party vendors, manufacturers, subcontractors and internal teams (Marketing, Operations, Customer Experience). Coordinate part requests and track deliveries for field repairs. Reporting and Process Improvement Pull, review, and summarize performance and incident reports on a weekly, monthly, or ad‑hoc basis. Analyze data to detect trends, propose improvements, and prevent repeat issues. Recommend changes to existing monitoring or reporting tools for better visibility and responsiveness. Ownership and Initiative Take initiative to resolve outstanding issues without waiting for reminders or step‑by‑step directions. Raise technical flags early and offer creative, technically feasible solutions to prevent downtime or improve service quality. Develop a continuous improvement mindset and contribute to process documentation. Qualifications and Experience College diploma in Electrical, Electronics, Computer, or Mechatronics Engineering. Bachelor’s degree is an asset. Minimum of 2 years of support experience in the EV or power electronics industry. Strong understanding of electrical systems and components, particularly in EV charging or related fields (UPS, power distribution, telecom, etc.). Experience using monitoring dashboards and ticketing systems (Salesforce, Zendesk, or similar). Excellent written and verbal communication skills; ability to explain technical details to non‑technical audiences. Familiarity with vendor platforms such as ABB EVE, Kempower, ChargEye, Tritium Pulse, or similar is a strong asset. Proficient in Microsoft Excel or Google Sheets; ability to filter, analyze, and present data clearly. Detail‑oriented with a problem‑solving mindset and a desire to go beyond basic troubleshooting steps. Bonus Skills Familiarity with EV industry standards and protocols (OCPP, ISO 15118, V2G, CCS, CHAdeMO, NACS). Previous experience in technical support, NOC, or field engineering roles. Application process Thank you to all those who apply. Only candidates selected for an interview will be contacted. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, marital status, or disability status. Please apply directly through BambooHR. About the company Ivy Charging Network is leading the electric revolution in Ontario with a fast‑growing network of public and home EV charging solutions. Our mission is to provide simple, reliable, and smart EV charging at scale. With networks stretching across highways, destinations, and homes, Ivy is building the infrastructure that powers the clean energy future. Learn more ativycharge.com #J-18808-Ljbffr