Hardware Support Specialist, Ev Charging

**Role overview**

ChargeLab is on the lookout for a Hardware Support Specialist for EV Charging to join our Customer Support team. This role is crucial for ensuring the optimal performance and reliability of our EV charging stations through advanced technical investigation, direct collaboration with support teams, and proactive management of hardware issues.

As a Hardware Support Specialist for EV Charging at ChargeLab, your role will be centered on conducting advanced technical investigations to troubleshoot and resolve complex issues with EV charging stations. Leveraging an in-depth knowledge of OCPP protocols and detailed connectivity log analysis, you will ensure the performance and reliability of our charging infrastructure. Collaboration is key, as you will work closely with customer support teams to swiftly handle inquiries and technical tickets, prioritizing customer satisfaction and adherence to established response SLAs.

Your responsibilities will also include a strong focus on firmware updates and data analysis. You will spearhead the development of procedures for both reactive and proactive firmware updates, aiming to enhance functionality and security across our charging stations. Additionally, analyzing historical data from chargers to uncover trends and recurring problems will be crucial for driving product improvements. Through these efforts, you'll play a vital role in maintaining the high reliability of ChargeLab's EV charging network, directly contributing to our mission of powering sustainable transportation.

**Company details**

ChargeLab is the Android of EV charging. We don’t build hardware. Instead, we partner with leading manufacturers like Eaton, ABB, and Siemens to bundle their EV chargers with ChargeLab’s software. Our end customers include building owners, convenience stores, utilities, and fleets. They leverage our charging station management system (CSMS) and open APIs to manage thousands of EV chargers more efficiently.

By 2030, most new vehicles sold in North America will be EVs. ChargeLab has raised US $30 million to build the world’s best software for managing large networks of EV chargers. We currently have 65 full-time employees, including over 40 team members in engineering and product.

**Office**

ChargeLab has a beautiful office in Etobicoke with ample parking, subway access, free snacks/coffee, quiet meeting rooms, and company-provided lunch every Thursday. Our office also gives you direct face-to-face access to our VP of Engineering, CTO, and CEO.

Customer Support team members are expected to work primarily on-site to facilitate real-time customer interaction, access to in-house resources, and foster team collaboration. Given the nature of customer support, our team thrives on direct communication and immediate problem-solving capabilities that are most effective in an in-person setting.

Twice a year, we host a 3-day onsite called ChargeFest. All remote team members fly to Toronto for this event

**Qualifications**:

- Post-graduate degree in a STEM-related field
- Ability to communicate complex technical concepts clearly to diverse audiences.
- Strategic thinker with strong analytical skills for root cause analysis.
- Skilled in managing stakeholder expectations and prioritizing effectively.
- Willingness to teach and coach support team to uplevel technical skill sets
- Deep understanding of product usage to effectively define support scope and its business impact.
- Efficient in issue prioritization, employing the 80/20 rule for time management.
- Preferred: Demonstrated experience in network and incident monitoring, with a strong background in identifying, diagnosing, and resolving technical issues in complex systems
- Preferred: Expertise in EV charging systems, network connectivity, and OCPP protocols
- Preferred: Proficient in SQL for advanced data analysis and reporting