Offer summary

Qualifications:

Fluent in Spanish and English; Portuguese proficiency preferred., Technical background in EV charging, electrical engineering, automotive technology, or IT support., Experience in customer service or technical troubleshooting., Strong written and verbal communication skills with the ability to explain technical solutions simply..

Key responsabilities:

Provide 1st line remote technical support for EV chargers via phone, email, and online platforms.

Diagnose and troubleshoot charger issues, guiding customers through problem-solving steps.

Log and document all customer interactions and resolutions in the support ticketing system.

Act as the first point of contact for dealership partners and end-users, ensuring clear communication.

Job description

We are looking for technical support engineers who will serve as the first point of contact for customers, dealerships, and service partners in Europe (starting with Spain and Portugal). This role requires a balance of technical knowledge, troubleshooting ability, and excellent customer service skills to diagnose and resolve issues remotely, or escalate cases to our 2nd Line Support team when necessary.

Key Responsibilities

Technical Support & Troubleshooting

· Provide 1st line remote technical support for EV chargers via phone, email, and online support platforms.

· Diagnose, analyze, and troubleshoot charger issues, guiding customers through basic problem-solving steps.

· Log and document all customer interactions, error reports, and resolutions in the Tellus Power support ticketing system.

· Collect detailed technical data when issues require escalation to 2nd Line Support or field technicians.

· Use remote diagnostic tools and liaise with technical teams to maximize first-contact resolution rates.

Customer Support & Case Management

· Act as the first point of contact for dealership partners and end-users, ensuring professional and clear communication.

· Provide clear troubleshooting guidance to non-technical users (dealership staff, EV owners, fleet operators).

· Set accurate expectations for issue resolution timelines, ensuring customers remain informed throughout the process.

· Maintain a high level of customer satisfaction, ensuring a professional and empathetic approach.

Collaboration & Coordination

· Work closely with 2nd Line Support, engineering teams, and field technicians to escalate unresolved cases.

· Assist in gathering data on recurring technical issues and provide feedback for product development and quality improvements.

· Support the training and knowledge-sharing process, contributing to FAQs, technical documentation, and troubleshooting guides.

Requirements

· Fluent Spanish (mandatory); Fluent English (mandatory); Portuguese proficiency (preferred); Chinese (a bonus!)

· Technical background in EV charging, electrical engineering, automotive technology, or IT support.

· Experience in customer service, helpdesk support, or technical troubleshooting.

· Ability to explain technical solutions in simple terms to non-technical users.

· Familiarity with remote diagnostic tools, CRM software, and ticketing systems.

· Excellent problem-solving skills, structured case handling, and attention to detail.

· Strong written and verbal communication skills.

· Ability to work remotely in a professional environment with reliable internet access.

Preferred Qualifications

· Background in electrical engineering, IT support, or automotive diagnostics.

· Knowledge of EV charging protocols (OCPP, CCS, CHAdeMO, V2G, etc.).

· Experience working in a multinational support environment.

Benefits

Disclaimer:

This job posting is for potential client opportunities and is intended for candidate pooling purposes only. By submitting your application, you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.

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