Technical Operations Engineer

4 weeks ago Be among the first 25 applicants

EVPassport is the EV Charging hardware and software platform for purpose-driven organizations. Brands committed to sustainability rely on EVPassport to provide their customers with the most seamless payment experience to charge any electric vehicle without requiring a separate app, account or a top-up balance. EVPassport is the only platform that enhances customer engagement for these companies by providing custom branded hardware with API-powered software that easily integrates with their existing applications and services.

We operate in the United States, Canada, and Mexico and we offer a leading end-to-end EV Charging solution to enterprise businesses.

EVPassport is changing the EV Charging experience, and we want you to help build it.

Your Job Opportunity :

Evpassport is looking for a driven Technical Operations Engineer passionate about troubleshooting, solvingcomplex technical challenges, and delivering exceptional customer experiences. You will serve as the technical

escalation expert, providing advanced troubleshooting support for our EV charging hardware, software, andnetworks. You'll work cross-functionally with Customer Success, Product Development, and Engineering teams,influencing improvements and innovation across our charging platform.

Our ideal candidate has a strong understanding of troubleshooting techniques, excellent attention to detail, and proficiency in providing support. This role will be based in our Santa Monica office 4x a week.

You Will :

• Provide advanced troubleshooting and resolution for escalated customer support issues related to EV charging stations, software, and connectivity.
• Act as the primary technical expert for customer and internal escalations, offering expert guidance on complex software and hardware matters.
• Lead technical escalation calls, clearly diagnosing problems and communicating solutions to internal teams and external customers.
• Perform root-cause analyses, preparing detailed impact assessments and suggesting actionable improvements to prevent future issues.
• Collaborate with Product and Engineering teams to identify recurring challenges and influence platform enhancements.
• Create and implement process improvements, including automations for triaging and resolving technical issues more efficiently.
• Develop, implement, and refine Standard Operating Procedures (SOPs) to ensure consistent service delivery.
• Support onsite audits, hardware testing, and diagnostic evaluations when required.
• Document technical support processes and solutions thoroughly within the CRM system.
• Train internal teams and customers on Evpassport's platform, promoting proactive troubleshooting and operational excellence.
• Assist in defining and tracking Customer Success metrics to continuously improve user satisfaction.

Additional responsibilities, projects, and tasks as assigned by the Company.

You Have :

It's a Plus : Experience building automation workflows in Salesforce (e.g., Flows, Process Builder, and other automation tools).

Compensation for this role will depend on the candidate's experience and fit. We anticipate the role's base salary being in the range of $80,000-$100,000 plus a performance bonus up to 10%.

Our Values :

EVPassport is built on a foundation of innovation, accountability, and trust. We believe in hiring individuals who align with our core values :

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

Technology, Information and Internet

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