Technical Support Engineer
Sofia
Customer Service – Customer Technical Support /
Full-time /
Hybrid
AMPECO is one of the most innovative companies in the area of electric vehicle charging infrastructure – an industry that aims to change the world by making charging easier for everyone. As electric vehicles (EVs) are bringing in a transformation of our transport and mobility sectors, AMPECO is at the forefront of a grand revolution and we’re just getting started.
Our product – AMPECO EV Charging Platform is a business-critical SaaS platform used by companies to manage their electric vehicle charging infrastructure, processes, and energy use. It’s already in use by companies all over the world – from North and South America to Europe, Asia, and Australia.
Our team is highly motivated, capable, and committed to our mission. We are looking to expand it with like-minded capable people, eager to give, learn and grow together with us.
About the role
The Technical Support Engineer in AMPECO plays a vital role in making sure that clients’ technical needs are handled in a timely and professional manner. As a primary point of contact for technical problems you will be troubleshooting customer issues related to our cloud-based SaaS platform, identifying root causes for incidents, and providing the respective solutions.
Working hours
At least 50% of the working time will be on US-based shifts – 3 pm to 12 am / 5 pm to 2 am. The working schedule follows a weekly based rotation: You will be having a week of late shifts starting from 3 pm or 5 pm, followed by a week of regular day shifts.
The first few months covering the onboarding are on day shifts only so that you can meet your colleagues and get up to speed.
Your contribution
- Respond promptly to customer inquiries via different communication channels e.g. chat, web portal, ticketing system;
- Understand and troubleshoot all reported bugs and incidents and provide feedback to the customer;
- Dig into system logs to identify the root of the problem and take the necessary actions to resolve it;
- Escalate issues in a timely manner to a higher support level when needed;
- Maintain a positive and professional attitude towards clients;
- Learn our product inside out to address technical issues in a timely and professional manner.
Must have
- Previous experience in a Technical Support Role;
- Experience in supporting remote devices (e.g. network access and configuration, device setup, work models, etc.);
- Experience in reproducing customers’ issues and leading debug sessions with customers;
- Experience in checking logs and collecting debug information;
- Fluency in English;
Considered an advantage
- Knowledge of cloud environments (e.g. AWS) and networking.
What we offer
- Opportunity to join a fast-growing company on the path to becoming a global industry leader;
- Opportunity to work with amazing, highly experienced people;
- Flexible work hours;
- Bonus day-off to celebrate your birthday;
- 5 additional vacation days per year, after your first year with the company;
- Social events and awesome team buildings;
- Medical insurance for you and for your family, with great coverage;
- Monthly shared mobility allowance (covers Spark and GOeGO);
- EV week – you get a company electric car for yourself for a week every 1-2 months.
