Technical Support Engineer - Cloud

Reports To

Supervisor, Cloud Support Services

What You Will Be Doing

As a Technical Support Engineer you will provide technical expertise to resolve issues with ChargePoint’s array of cloud solutions. You will proactively monitor our software platforms and take action to reduce downtime and outages. You will collaborate with other service teams and learn the technological aspects of different ChargePoint products to drive faster resolutions.

You will work within an ITIL service lifecycle framework to ensure MTTR (Mean Time to Resolution) and MTBF (Mean Time Between Failures) targets are met.

This role requires you to perform on-call duties.

What You Will Bring to ChargePoint

• Tenacious commitment to customer focused support
• Knowledge of OCPP/OCPI/OICP
• Knowledge of all standard MS office applications
• Experience in documenting and creating knowledge articles
• Comfort with making complex decisions and excited by "thinking outside the box"
• Must have exceptional troubleshooting and advanced analytical thinking skills
• 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
• 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
• Focuses and guides self in accomplishing work objectives
• 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

• Strong communication, interpersonal, motivational, and organizational skills
• Excellent communication skills in German and English (Business Level)
• 3+ years of experience in IT support role
• Knowledge of SaaS applications
• Excellent problem-solving skills and the ability to work under pressure
• Familiarity with incident management processes and best practices
• Preferably understands the ITIL or any other operations Service lifecycle frameworks or Project management or quality frameworks
• Willingness to work in a shift-based environment, including nights and weekends

Location

Radstadt, Austria