Tier 2 Support Jobs in Raleigh, NC (NOW HIRING)

Reports To: Sr Technical Support Manager

This role requires a full-time onsite presence in Durham, NC

 Target Base Range: $75 - 85k (Final compensation commensurate with experience and qualifications) 

Please note: We are only able to consider candidates who are U.S. citizens or lawful permanent residents (green card holders) and who do not require current or future visa sponsorship of any sort.

Mission: Determine SOW to Fix Charger

KPIs:

First Attempt Success

Plugshare Score

Mean time to diagnose

Job Summary: 

The EV Charging Tier 2 technician is an energetic problem solver as part of the site operations team at IONNA. You will work directly with our call center, our NOC engineer, field techs, and hardware manufacturers/partners to troubleshoot and resolve EV charging station and Power System issues in the field and return stations to active service in the shortest possible timeframe. This role will be specifically supporting our West Coast locations and time zone.

The ideal candidate will be comfortable with hardware and software technologies, has experience supporting power systems(ie switchgear) and able to execute effectively against demanding SLAs. Positive attitude, flexibility, and a strong work ethic are critical to thriving in this position.

Key Responsibilities: 

• Troubleshoot and identify issues within rigorous SLA timeline.
• Monitor network for proper charge station function and identify issues before they become apparent to the customer.
• Manage and execute actions on service tickets in conjunction with internal and external teams and partners.
• Analyze and provide clear feedback regarding issues that arise with hardware and software.
• Work in conjunction with hardware partners and on-site technicians to guide resolutions for hardware issues in the field.
• Provide technical recommendations to internal and external teams to resolve possible network communication issues.
• Strong understanding of DCFC charger technology and infrastructure.
• Occasional on-site visit to an IONNA charging station.
• Other duties as needed.

Qualifications: 

• Bachelor's Degree or equivalent in electronics, mechanical engineering or related technical discipline is required.
• 5+ years of experience with electrical power systems, including: Electrical fault diagnostics
• Strong understanding of:
• Protective relay schemes and coordination
• Electrical fault conditions and system behavior
• Power distribution system design fundamentals
• electrical/electronic concepts and related applications.
• You have a winning attitude and embody the concept of extreme ownership.
• A critical and analytical thinker with a passion for solving customer issues.
• A strong communicator capable of interacting professionally with colleagues, partners and customers in high pressure, time sensitive, environments.
• Willing to work flexible hours and overtime on short notice as customer escalations require. 
• Available to be "on call" after normal working hours on a periodic basis.
• Comfortable around a computer with experience in MS Office Suite and Salesforce Cloud-based ticket management system. 
• Familiar with cellular and Wi-Fi network communications fundamentals.

Preferred Attributes: 

• Startup experience a plus
• Experience with switchgears and breakers

IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs, comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications, and specific work location.

We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.