EV Charging / OCPP Technical Support Manager
- Dental insurance
- Health insurance
- Lead, coach, and develop a team of customer service and technical support specialists, setting clear expectations, goals, and performance standards.
- Own staffing, scheduling, and coordination with internal teams and service providers to ensure operational coverage.
- Foster a culture of accountability, collaboration, and customer-centric problem solving.
- Monitor call handling, ticket activity, and support quality; provide ongoing coaching, feedback, and performance management.
- Serve as a senior point of contact for escalated customer issues, ensuring timely and professional resolution.
- Act as the primary escalation point for complex EV charging issues, with a strong focus on OCPP-based interactions within the EVOLV platform.
- Apply hands-on knowledge of OCPP 1.6J and/or 2.0.1 to diagnose and resolve issues related to charger authorization, transactions, session management, firmware updates, heartbeats, and charger state changes.
- Work directly with the EVOLV platform developers to investigate protocol-level issues, review platform behavior, and validate fixes, configuration changes, or releases.
- Interpret OCPP logs, message flows, and system events to identify root causes and recommend corrective actions.
- Translate platform-level technical findings into clear, actionable guidance for the support team and customer-facing communications.
- Serve as the internal authority on how OCPP behavior maps to EVOLV platform functionality, ensuring support teams understand system behavior, limitations, and known issues.
- Develop and deliver structured training programs covering customer service best practices, troubleshooting methodologies, and OCPP fundamentals.
- Ensure support specialists are equipped to independently resolve common EV charging and platform-related issues.
- Create, maintain, and continuously improve internal documentation and company-wide knowledge base resources related to EV charging workflows and EVOLV platform behavior.
- Collaborate with the EVOLV platform development team, Service, Product, Sales, and Marketing to remain current on features, updates, and serviceability impacts.
- Prepare and maintain reports and dashboards tracking KPIs such as ticket volume, issue categories, resolution time, escalation rates, SLA performance, and customer satisfaction.
- Analyze support data to identify trends, recurring issues, and areas for improvement, present insights and recommendations to leadership.
- Occasionally travel to customer sites to provide hands-on technical support for high-value customers and strengthen long-term relationships.
- Proven experience leading customer service and/or technical support teams, including coaching, performance management, and scheduling.
- Hands-on experience supporting OCPP-compliant EV charging systems, with demonstrated ability to troubleshoot real-world protocol and connectivity issues.
- Strong working knowledge of OCPP 1.6J and/or 2.0.1 and how charger-to-backend communications impact customer experience.
- Minimum of 5+ years of experience in technical support, customer support, or service operations roles.
- Experience using CRM and ticketing systems.
- Excellent verbal, written, and presentation communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Valid State Driver’s License.
- Authorized to work in the United States (E-Verify employer).
- Ability to pass background and drug screening.
- Bachelor’s degree in Business, Engineering, Information Systems, or a related field.
- Experience supporting multi-vendor EV charging hardware in a networked environment.
- Experience managing 24/7 support operations.
- Stand, walk, sit, talk, hear, type, and write.
- Reach with hands and arms, bend, stand on a stool or climb, and use fingers and hands to feel objects, tools, or controls.
- Use standard office equipment such as computers, smartphones, printers, photocopiers, etc.
- Prolonged periods of sitting at a desk and working on a computer.
- Lift files and open desk drawers and filing cabinets.
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