Associate Technical Support Engineer

Reports To

Senior Manager, Frontline Business Process Team

What You Will Be Doing

You will be responsible for responding to customer inquiries via voice and email, providing reliable technical support to ChargePoint customers, partners, and field support staff. Your day-to-day will involve diagnosing, troubleshooting, and debugging technical issues while maintaining productivity, performance, and SLA standards. You will work on-site in a fast-paced, collaborative environment, owning cases through a ticketing system and identifying when to escalate complex issues to ensure timely and effective resolution.

What You Will Bring to ChargePoint

• Respond promptly to customer inquiries via voice, email, and live queues, providing exceptional technical support for home EV charging stations.
• Diagnose, troubleshoot, and debug ChargePoint software and hardware issues, providing appropriate workarounds or long-term solutions.
• Take ownership of assigned cases within our ticketing system and drive them to resolution within established performance and SLA standards.
• Collaborate proactively with team members and escalate complex technical issues to the appropriate internal teams when necessary.
• Author, update, and maintain technical documentation and case summary notes for our Knowledge Management (KM) base to ensure universal understanding for stakeholders.
• Communicate technical topics in simple, easy-to-understand terms for customers through active and reflective listening.
• Prioritize and plan time effectively to manage multiple customer interactions and adapt swiftly to changing priorities.
• Embrace a continuous learning mindset to continuously develop your technical skills and support next-generation EV products.

Requirements

• Bachelor's degree- BA/Bcom/BBA/Bsc ONLY or equivalent practical experience.
• Proven customer service experience, specifically engaging with customers through live calls and multitasking across communication tools.
• Strong verbal and written communication skills, with the ability to clearly document case notes and write knowledge-base articles.
• Excellent troubleshooting and problem-solving skills, with a commitment to carrying customer-impacting situations through to resolution.
• Ability to thrive in an open, collaborative environment with a strong sense of teamwork, accountability, and adaptability under pressure.
• Willingness and flexibility to work night shifts as required to support our global customer base.

Location

Bangalore, India (On-site)