Field Service Engineer

Technical Support Engineer – e
Mobility

We’re currently supporting a global technology leader in their search for a Technical Support Engineer to join their growing e
Mobility division. In this role, you’ll provide advanced remote technical support for EV charging systems, helping to drive innovation, improve product reliability, and ensure exceptional customer satisfaction.

Responsibilities

• Provide advanced remote technical support and perform root cause analysis for EV charging systems, ensuring timely and effective solutions.
• Support system integration between chargers, vehicles, and backend systems to enhance interoperability and performance.
• Manage technical escalations, maintaining thorough documentation of issues, resolutions, and lessons learned.
• Work closely with product and R&D teams to identify recurring issues and contribute to product improvements.
• Deliver coaching and feedback to frontline support teams to strengthen first‑contact resolution rates and overall service quality.

Experience & Skills

• Strong foundation in electronics, IT systems, energy technology, or communication networks.
• Several years of experience in technical support or customer‑facing engineering roles, ideally within the EV charging or e
  Mobility industry.
• Good understanding of charging standards and communication protocols (Type 2, CCS, OCPP).
• Excellent problem‑solving and analytical skills, with a structured and collaborative approach to work.
• Fluent English communication skills; additional languages are a plus.

Education

• Degree in Electrical Engineering, Electronics, or a related technical field.
• Alternatively, a completed technical apprenticeship with further qualifications and substantial hands‑on experience.

Location & Contact

Lisbon, Portugal – 1600‑873 Lisboa. For further information, please contact us.

Tier 1 Technical Support Specialist – German, Dutch (English)

As a Level 1 Technical Support Specialist in our e
Mobility call centre, you will serve as the first point of contact for customers experiencing issues with electric vehicle (EV) charging stations. Your primary responsibility is to provide prompt, professional, and technically sound support to ensure minimal downtime and a positive customer experience.

Essential Duties and Responsibilities

• Respond to customer inquiries via phone, email, or chat regarding EV charger functionality, connectivity, and usage.
• Perform initial diagnostics on charging stations, including power status, network connectivity, and user interface issues.
• Guide customers through standard troubleshooting steps such as resets, cable inspections, and mobile app configurations.
• Escalate unresolved or complex issues to Tier 2 support or field service teams, ensuring detailed and accurate documentation.
• Contribute to knowledge management and continuous improvement based on daily operations and recurring issues.
• Prioritize case handling based on service level agreements (SLAs), warranty status, and issue severity.
• Accurately log all support interactions and technical findings in the ticketing system (e. g. , MS Dynamics 365 Customer Service).
• Monitor and report recurring technical issues to support trend analysis and product reliability improvements.
• Stay current with the latest EV charger models, firmware updates, and support procedures.
• Ensure compliance with safety and operational standards during all remote support interactions.

Minimum Requirements and Qualifications

• High school diploma or equivalent required; technical training or certifications in IT, electronics, or automotive systems are a plus.
• Experience in a customer‑facing technical support role, preferably in a call centre or e
  Mobility environment.
• Basic understanding of electrical systems, Io
  T devices, and network troubleshooting (e. g. , Wi‑Fi, Ethernet, SIM‑based connectivity).
• Familiarity with EV charging standards and protocols (e. g. , Type 2, CCS, OCPP) is an advantage.
• Strong communication skills with the ability to explain technical concepts clearly to non‑technical users.
• Proficiency in using CRM and ticketing systems.
• Ability to work in a shift‑based environment, including weekends and holidays.
• Proficiency in English is required; native‑level German or Dutch is mandatory.
• Preferably has experience managing different support channels (chat, email, voice, back office).
• Work in a hybrid setup; residence in the Lisbon area.