Deskripsi Pekerjaan
Join Origo as a Technical Support Engineer L2 and become a vital part of our 24/7 EV charging support ecosystem. In this pivotal role, you'll serve as the technical escalation layer and service engineering function, resolving complex hardware, software, and network challenges for electric vehicle charging infrastructure. You'll diagnose system malfunctions, implement robust solutions, and drive continuous improvement in our support processes while collaborating with cross-functional teams to enhance service reliability. This position offers the opportunity to work at the forefront of sustainable technology, directly contributing to the growth of the EV industry through expert technical troubleshooting and customer-focused engineering solutions.
Tanggung Jawab
- Provide advanced technical support for EV charging stations, diagnosing and resolving complex hardware/software issues
- Act as primary escalation point for Level 1 support teams and customers requiring specialized expertise
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
- Collaborate with engineering teams to identify system vulnerabilities and implement long-term solutions
- Monitor system performance metrics and proactively address potential service disruptions
- Conduct root cause analysis for recurring technical incidents and propose preventive measures
- Train junior support staff on advanced troubleshooting techniques and EV charging technology
Kualifikasi
- Bachelor's degree in Engineering, Computer Science, or related technical field
- Minimum 2-3 years experience in technical support, preferably with EV charging or IoT systems
- Proficiency in networking fundamentals, hardware diagnostics, and operating systems
- Experience with remote monitoring tools, ticketing systems, and incident management protocols
- Strong problem-solving skills with ability to analyze complex technical scenarios
- Excellent written and verbal communication skills for technical documentation and stakeholder interactions
- Ability to work independently in a fast-paced environment while maintaining service SLAs