Senior Technical Support Engineer

Job Title: Senior Technical Support

Experience: 36 Years
Qualification: Diploma / Bachelor's Degree in Electrical & Electronics
Location: Bengaluru

Job Summary

We are looking for a Senior Technical Support professional with 36 years of experience in electrical/electronic troubleshooting, preferably in the EV charging industry. The candidate will be responsible for diagnosing EV charger faults, providing remote technical support, and identifying the root causes of recurring technical issues to ensure reliable charger operations and minimize downtime.

Key Responsibilities

1. EV Charger Fault Diagnosis

• Diagnose and identify faults in AC and DC EV chargers.
• Troubleshoot charger errors, charging failures, power-related issues, and component malfunctions.
• Interpret charger error codes, fault indicators, and technical logs to identify potential issues.
• Understand electrical and electronic components such as PCBs, MCBs, MCCBs, RCCBs, relays, and contactors.
• Analyse charger symptoms and determine whether the issue is hardware-related, software-related, or connectivity-related.

2. Remote Troubleshooting

• Provide technical support to customers and field technicians through calls, video sessions, and remote diagnostic tools.
• Guide technicians through systematic troubleshooting procedures to identify and resolve charger faults.
• Investigate charger connectivity issues, communication failures, and unsuccessful charging sessions.
• Coordinate with Engineering and Product teams to resolve complex technical issues.
• Document troubleshooting steps, actions taken, and final resolutions.

3. Root-Cause Analysis

• Conduct root-cause analysis for recurring charger faults and technical failures.
• Identify patterns in charger error logs, service reports, and recurring customer complaints.
• Recommend corrective and preventive actions to reduce repeat failures and charger downtime.
• Collaborate with Engineering teams to investigate persistent hardware, firmware, and communication issues.
• Maintain a knowledge base of common charger faults, troubleshooting procedures, and resolutions.

Required Technical Skills

• Strong knowledge of electrical and electronic fault diagnosis.
• Understanding of AC/DC EV chargers and their basic operating principles.
• Practical knowledge of PCB, MCB, MCCB, RCCB, relays, contactors, and control circuits.
• Ability to interpret electrical diagrams, fault codes, and technical logs.
• Basic understanding of charger communication protocols and connectivity troubleshooting.
• Knowledge of electrical safety procedures.

Key Skills & Competencies

• Strong analytical and problem-solving skills.
• Structured troubleshooting and root-cause analysis.
• Excellent communication and remote technical guidance skills.
• Ability to handle technical escalations and coordinate with cross-functional teams.
• Strong documentation and issue-tracking skills.

Eligibility Criteria

• Diploma / Bachelor's degree in Electrical & Electronics or a related field.
• 36 years of experience in technical support, service engineering, or electrical/electronic troubleshooting.
• Prior experience in EV charger troubleshooting is preferred.
• Hands-on experience in fault diagnosis and technical issue resolution is essential.

Key Success Metrics

• First-Time Issue Resolution Rate
• Mean Time to Resolution (MTTR)
• Reduction in Recurring Charger Faults
• Accuracy of Root-Cause Analysis
• Customer Support Satisfaction