Technical Support Engineer Santa Monica, California, United States

Overview

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 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 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.

Job Opportunity : EVPassport is looking for a driven Technical Support Engineer who is 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. Youll work cross-functionally with Customer Success, Product Development, and Engineering teams, influencing improvements and innovation across our charging platform. This role will be based in our Santa Monica office 4x a week.

Responsibilities

• 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

Qualifications

Preferred

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

Compensation

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 :

EVPassport is an equal employment opportunity employer. We do not discriminate on the basis of any protected status. This posting is intended for informational purposes and does not constitute a job offer or guarantee of employment.

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