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EVPassport

Technical Support Engineer

Santa Monica , United States

AI overview

Serve as a technical escalation expert in troubleshooting EV charging hardware and software, enhancing customer experiences and driving system improvements.

About EVPassport:

EVPassport is the EV Charging hardware and software platform for purpose-driven organizations. Brands committed to sustainability rely on EVPassport to provide their customers with the most seamless payment experience to charge any electric vehicle without requiring a separate app, account or a top-up balance. EVPassport is the only platform that enhances customer engagement for these companies by providing custom branded hardware with API-powered software that easily integrates with their existing applications and services.

We operate in the United States, Canada, and Mexico and we offer a leading end-to-end EV Charging solution to enterprise businesses.

EVPassport is changing the EV Charging experience, and we want you to help build it.

Your Job Opportunity:
Evpassport is looking for a driven Technical Support Engineer passionate about troubleshooting, solving complex technical challenges, and delivering exceptional customer experiences. You will serve as the technical escalation expert, providing advanced troubleshooting support for our EV charging hardware, software, and networks. You’ll work cross-functionally with Customer Success, Product Development, and Engineering teams, influencing improvements and innovation across our charging platform.

Our ideal candidate has a strong understanding of troubleshooting techniques, excellent attention to detail, and proficiency in providing support. This role will be based in our Santa Monica office 4x a week.


You Will:

  • Diagnose and resolve complex technical issues in EV charging stations, encompassing hardware components, software integrations, and connectivity protocols such as OCPP
  • Act as the primary escalation point for internal teams and customers, providing expert analysis on hardware-software interactions and network anomalies
  • Lead cross-functional troubleshooting sessions, performing root-cause analysis and developing mitigation strategies to prevent recurring problems
  • Collaborate with engineering, product, hardware development, and external partners (e.g., OEMs, software vendors) to pinpoint issues and influence system improvements
  • Design and implement process automations and tools to streamline issue triage, diagnostics, and reporting
  • Develop and maintain detailed SOPs for consistent handling of technical support scenarios, including onsite diagnostics when necessary
  • Monitor and analyze performance metrics to drive data-informed enhancements in reliability and uptime
  • Train support staff and end-users on platform best practices, fostering proactive issue prevention
  • Contribute to hardware testing, site audits, and integration validations as part of ongoing quality assurance
  • Handle additional technical projects as needed to support organizational goals

Additional responsibilities, projects, and tasks as assigned by the Company.

You Have:

  • Bachelor's degree in Electrical Engineering, Computer Science, or a related field
  • 3+ years of experience in the EV industry, with hands-on expertise in charging infrastructure, firmware, and IoT connectivity
  • Strong troubleshooting skills across hardware, software, and networks, with proficiency in tools like protocol analyzers and diagnostic software
  • Excellent communication abilities to explain technical details to varied audiences, including non-engineers
  • Experience with ticketing systems (e.g., Salesforce, Jira) and documentation platforms for managing escalations
  • Familiarity with EV standards like OCPP, and basic coding for debugging
  • Passion for clean energy technologies and a curiosity driven problem-solving mindset


It’s a Plus: Experience building automation workflows in Salesforce (e.g., Flows, Process Builder, and other automation tools).

Compensation for this role will depend on the candidate's experience and fit. We anticipate the role's base salary being in the range of $90,000-$130,000.

Our Values: 

EVPassport is built on a foundation of innovation, accountability, and trust. We believe in hiring individuals who align with our core values:

  • Customer Obsessed – Relentlessly focused on delivering seamless experiences.
  • Trust by Default – Acting with transparency and integrity.
  • Own the Outcome – Taking full responsibility for delivering results.
  • Growth Mindset – Continuously learning, improving, and embracing challenges.
  • Anything is Possible – Challenging conventional thinking to drive innovation.
  • Practice Kindness – Building a culture of respect, collaboration, and mutual support.
EVPassport

EVPassport is redefining the electric vehicle (EV) charging experience. As the leading hardware and software platform for purpose-driven organizations, we provide seamless, reliable, and accessible charging solutions without requiring apps, accounts, or preloaded balances. Our technology empowers businesses to integrate EV charging into their operations effortlessly while enhancing customer engagement through custom-branded hardware and API-driven software. With operations across the United States, Canada, and Mexico, we are accelerating the transition to a fully electrified future. This is an opportunity to be part of a fast-growing, mission-driven company that is transforming how people and businesses interact with EV charging infrastructure.

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Salary
$90,000 – $130,000 per year
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