Support Technical Analyst

SUPPORT TECHNICAL ANALYST Tellus Power Green | Irvine, CA (On-site) | Full-time Position: Support Technical Analyst Company: Tellus Power Green Department: Customer Support Location: 11 Studebaker, Irvine, CA 92618 (on-site) Employment Type: Full-time, W-2 employee FLSA Status: Non-exempt (hourly) Pay Range: $25.00 per hour ABOUT TELLUS POWER GREEN Tellus Power Green designs and manufactures electric vehicle (EV) charging equipment. Our U.S. operations are based in Irvine, California, and our manufacturing facility is in Jiangsu, China. We work closely with Tellus Power North America (TPNA) to deliver, commission, and support charging stations for customers across North America. Our customer support team keeps those chargers online by triaging tickets, diagnosing OCPP and network issues, and coordinating field service. POSITION SUMMARY The Support Technical Analyst is the technical point of contact for customers and partners who need help with Tellus EV chargers. You will triage and resolve support tickets, diagnose charger, OCPP/network, and firmware issues, configure chargers remotely, and escalate complex problems to engineering, production, and field technicians. You will find the root cause of recurring failures, document every fix, and build the knowledge base that helps the whole team resolve issues faster and keep charger uptime high. KEY RESPONSIBILITIES • Provide Tier 1/Tier 2 technical support for Tellus EV chargers (AC Level 2 and DC fast charging) by phone, email, and the ticketing system, troubleshooting hardware, software, and communication issues. • Triage incoming tickets: assess severity and customer impact, prioritize, assign, and escalate to engineering, production, field service, or TPNA according to defined escalation paths and response-time targets. • Diagnose OCPP communication and network connectivity issues (OCPP 1.6J / 2.0.1, cellular/LTE, Wi-Fi, Ethernet) between chargers and charging station management systems (CSMS/CMS). • Review charger logs, error codes, and OCPP message traces to isolate faults; support firmware version checks, updates, and rollbacks. • Configure chargers remotely, including OCPP endpoints, network settings, charger parameters, and firmware deployments, and verify that the charger is back in normal operation. • Lead root-cause analysis on recurring or high-impact failures, and participate in teams to define and analyze the root cause of product failures; turn findings into corrective actions with engineering and production. • Document troubleshooting steps, fixes, and known issues; build and maintain an internal and customer-facing knowledge base, FAQs, and troubleshooting guides. • Work with engineering, software, production, and test teams in Irvine and at our Jiangsu, China factory, as well as field service technicians and TPNA, to resolve issues and feed field data back into product quality. • Coordinate field service dispatches: prepare clear diagnostics and work instructions for field technicians and follow up through resolution. • Manage RMA and warranty cases: verify warranty eligibility, collect failure data, issue RMAs, track replacement parts and returned units, and report failure trends. • Communicate clearly and professionally with customers, installers, site hosts, and network operators: give status updates, set expectations, and confirm resolution before closing tickets. • Track and report support metrics (ticket volume, response and resolution times, top failure modes, charger uptime) and recommend process and product improvements. • Prepare and/or deliver training and support materials for customers, installers, and internal teams as required. MINIMUM REQUIREMENTS • 2+ years of experience in technical support, help desk, field service, or a similar troubleshooting role, preferably with electrical, electronic, or networked equipment. • Experience with troubleshooting, diagnostics, and problem-solving techniques. • Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, ports/firewalls, cellular and Wi-Fi connectivity). • Basic understanding of electrical components and systems. • Experience working in a ticketing or CRM system and writing clear technical documentation. • Excellent written and verbal communication skills and a customer-focused attitude, including with non-technical customers. • Excellent organizational and time management skills with the ability to prioritize tasks and meet deadlines. • Proficiency using MS Word, Excel, and PowerPoint. • Ability to identify opportunities for continuous process improvements and convey those opportunities through written communications. PREFERRED SKILLS • Professional experience in the electric vehicle or EV charging (EVSE) industry. • Knowledge of the OCPP protocol (1.6J and/or 2.0.1) and experience with CMS/CSMS platforms. • Familiarity with DIN 70121, ISO 15118, and EV-to-charger communication. • Experience reading charger logs and analyzing network traffic (e.g., Wireshark), plus scripting or log-parsing skills (e.g., Python, SQL). • Familiarity with communication interfaces such as Modbus, RS-485, and CAN. • Ability to read and interpret electrical schematics, mechanical assembly drawings, and manufacturer data sheets/specifications. • Experience handling RMA and warranty processes in a hardware or manufacturing company. • Associate's or Bachelor's degree in electrical engineering, electronics, computer science, IT, or a related field, or equivalent experience. • Ability to communicate in Mandarin Chinese is a plus for coordinating with our Jiangsu factory team (not required). PHYSICAL REQUIREMENTS AND TRAVEL • Primarily office-based at our Irvine facility, with regular time in production and test areas to reproduce issues and inspect returned units. • Must follow all safety procedures, including required PPE (such as safety footwear) in test, assembly, and warehouse areas. • A valid driver's license is required for any job-related driving. • Reasonable accommodations will be made so that qualified individuals with disabilities can perform the essential functions of the job. COMPENSATION Pay range for this position: $25.00 per hour. The final offer will depend on job-related factors such as skills, experience, and qualifications. In line with California law, we will not ask about your salary history. HOW TO APPLY Please include your resume and a short note about your technical support experience. EQUAL EMPLOYMENT OPPORTUNITY Tellus Power Green is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex, gender, gender identity, gender expression, sexual orientation, pregnancy (including childbirth, breastfeeding, and related medical conditions), reproductive health decision-making, national origin, ancestry, citizenship, age (40 and over), physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state, or local law, including the California Fair Employment and Housing Act (FEHA). Pursuant to the California Fair Chance Act, we will consider for employment qualified applicants with arrest and conviction records. We provide reasonable accommodations to applicants and employees with disabilities and for religious beliefs and practices.

Pay: $25.00 per hour

People with a criminal record are encouraged to apply

Work Location: In person