Technical Support Engineer

2 нед. назад

BulgariaEuropeHybrid

technical supporttroubleshootingcustomer managementsaasplatform support

Provide high-quality technical support and troubleshoot issues for a global EV charging SaaS platform.

О компании

AMPECO is one of the most innovative companies in the area of electric vehicle charging infrastructure - an industry that aims to change the world by making charging easier for everyone. As electric vehicles (EVs) drive a transformation of the transport and mobility sectors, AMPECO is at the forefront of that grand revolution, and we’re just getting started. Our product - the AMPECO EV Charging Platform - is a business-critical SaaS platform used by companies to manage their EV charging infrastructure, processes and energy use. It’s already in use by companies all over the world, from North and South America to Europe, Asia and Australia. Our team is highly motivated, capable, and committed to our mission. We are looking to expand it with like-minded, capable people, eager to give, learn a

Будет плюсом

Experience supporting cloud-based SaaS applications;
Familiarity with REST APIs, JSON, or API troubleshooting;
Basic understanding of networking concepts and cloud infrastructure;
Experience using browser developer tools, Postman, or similar diagnostic tools;
Familiarity with SQL or database concepts;
Experience working in Agile software development environments;
Exposure to enterprise software, IoT, telecommunications, energy, or EV charging technologies.

Условия

• A seat at a fast-growing company on the path to becoming a global industry leader; • A team of highly experienced people who genuinely enjoy working together; • Flexible working hours; • A bonus day off for your birthday; • 5 additional vacation days per year after your first year with us; • Social events and team buildings worth showing up for; • Medical insurance with generous coverage - for you and your family; • Monthly shared-mobility allowance (Spark and GOeGO); • EV week - a company electric car for your personal use every 1-2 months.

Другое

Investigate customer-reported technical issues by analyzing application behavior, system logs, configuration settings, APIs, and available diagnostics;
Develop a clear understanding of the customer’s objective, the expected platform behavior, the actual system behavior, and the business impact to determine the most appropriate resolution path;
Reproduce issues in controlled environments to validate findings and support technical investigations;
Differentiate between product behavior, configuration challenges, integrations, environmental factors, and product defects, engaging the appropriate teams when necessary.
Build a strong understanding of each customer’s business goals, operational workflows, and platform use cases to provide meaningful technical guidance;
Take ownership of customer cases from initial investigation through resolution, ensuring timely communication, regular progress updates, and clear expectation management;
Explain technical concepts, investigation findings, and recommended next steps in a way that is clear and accessible for both technical and non-technical stakeholders;
Build trusted relationships by delivering professional, consistent, and customer-focused technical support.
Work closely with Engineering, Product, QA, and Account Delivery Management  teams to resolve customer issues efficiently;
Provide clear technical findings that enable Engineering to reproduce, understand, and address product issues;
Share knowledge and contribute to continuous improvements in troubleshooting practices, documentation, and team processes.
Continuously develop deep expertise in the AMPECO platform, its capabilities, and the technologies it integrates with;
Stay current with new platform features and continuously expand your technical knowledge;
Contribute to internal documentation, troubleshooting guides, and knowledge-sharing initiatives that improve team effectiveness.
Experience in Technical Support, Application Support, Product Support, or a similar technical customer-facing role;
Strong analytical and troubleshooting skills with the ability to investigate unfamiliar technical issues independently;
Experience interpreting application logs and technical information to support investigations;
Ability to understand customer requirements, expected system behavior, and actual platform behavior in order to identify the appropriate resolution path;
Excellent written and verbal communication skills in English;
Strong attention to detail and a structured approach to problem solving.
Ability to understand customer business processes and operational objectives in order to provide relevant technical guidance;
Experience managing customer expectations throughout technical investigations with professionalism and transparency;
Confidence communicating effectively with both technical and business stakeholders;
Ability to balance technical excellence with a customer-centric mindset.
Naturally curious and motivated to understand how complex software platforms operate;
Comfortable investigating issues that do not have immediate or obvious answers;
Take ownership of customer investigations while collaborating effectively across multiple teams;
Committed to continuous learning and developing deep product expertise over time;
Able to prioritize effectively and manage multiple technical investigations in a fast-paced environment.