Technical Support EVSE- Tier II

WHO WE ARE: We are an end-to-end Renewable Energy provider. We offer products to commercial and enterprise clients in EV Charging solutions, Fleet Electrification, Solar Micro-grids, Energy storage, Hydroponic farming and Rain Water/Grey Water collection systems. We have been experiencing tremendous growth in all these areas and operate under several government rebate programs that ensure a steady and reliable flow of revenues. Our company handles the entire flow of providing these products and services beginning with Sales, Provisioning, Design and Engineering, Contracting and Construction, Servicing and Maintenance. If you are passionate about the EV industry and working with awesome teams in a fast-growing company, we want to speak with you! Join us in making a meaningful impact! JOB SUMMARY: Based at our Costa Mesa, CA location, this senior-level position operates in-person from 9:00 AM to 6:00 PM, Monday through Friday. We are seeking driven professionals who possess advanced expertise in EVSE/OCPP client relations and demonstrate exceptional verbal and written communication skills. In this capacity, you will serve as the primary escalation point for customer communications and status reporting. By partnering with our engineering and sales departments, you will ensure project milestones are met while acting as the dedicated representative for our partners. This role offers an excellent opportunity for experienced professionals looking to further their career within the expanding renewable energy and EV charging industry ESSENTIAL FUNCTIONS:

• Coordinate support operations across internal teams and service providers to ensure reliable performance and continuity of the EVOLV Charging platform.
• Serve as the senior escalation point for complex customer, platform, hardware, software, billing, and account-related issues, driving timely resolution and customer satisfaction.
• Lead advanced troubleshooting efforts across the EV charging ecosystem, identifying root causes and resolving complex issues impacting charging accessibility, platform functionality, and customer experience.
• Develop and maintain deep expertise in EV charging technologies, industry protocols (OCPP, OCPI, etc.), and product functionality to effectively diagnose and resolve technical issues.
• Partner closely with Engineering to investigate recurring technical issues, identify systemic failures, and improve the reliability, serviceability, and performance of EVOLV products.
• Provide hands-on technical support and issue resolution for strategic customers and partners, including onsite troubleshooting and operational support when required.
• Act as a subject matter expert on the EV charging process, leading the diagnosis and resolution of complex technical issues while identifying opportunities for process and product improvements.
• Collaborate with Sales, Marketing, and Engineering to maintain expertise in product features and specifications, support quality initiatives, and communicate technical findings and recommendations.
• Mentor and train support specialists on advanced troubleshooting methodologies, technical issue resolution, and EV charging technologies to strengthen team capabilities.
• Maintain expert-level knowledge of company products, services, technical infrastructure, and support processes to ensure effective issue resolution and operational excellence.
• Develop and maintain dashboards and reporting to monitor KPIs, operational performance, customer satisfaction, and support effectiveness.
• Analyze support trends, recurring issues, and performance metrics to identify root causes, recommend corrective actions, and support strategic decision-making.
• Lead the resolution of escalated technical issues by coordinating cross-functional resources, providing technical guidance, and ensuring effective communication throughout the resolution process.
• Develop and maintain technical training programs, knowledge resources, troubleshooting documentation, and best practices to support organizational growth and technical excellence. QUALIFICATIONS:
• Must have strong technical and diagnostic abilities, advanced analytical problem-solving skills, and basic mechanical aptitude.
• Bachelor’s degree required. Engineering, Computer Science, Information Systems, or a related technical field is strongly preferred.
• 5+ years of customer-facing technical support experience supporting complex technical products or services.
• You do need to provide additional coverage as needed or support critical customer needs.
• Your attention to detail is exceptional. You identify patterns and root causes that others may overlook and use them to solve recurring issues.
• Experience in EV charging, energy technology, telecommunications, networking, or a related technical industry is strongly preferred. Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required. AAP/EEO Statement: Zero Impact Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status or any other characteristic protected by federal, state, or local law, and will not be discriminated against on the basis of disability. Schedule: 8-hour shift Mondays – Fridays Ability to commute/relocate: Costa Mesa, CA 92626: Reliably commute or planning to relocate before starting work (Required) Work Location: In-person (office) no hybrid or remote work