Technical Escalation Engineer

Who are we:

Raptee.HV is a full- stack electric motorcycle startup with a very strong technical moat, founded in 2019 by four engineers from Chennai (Ex Tesla, Wipro), working on bringing a no-compromise upgrade motorcycle to an otherwise scooter- only EV market. Raptee is incubated at CIIC ARAI.

Role Overview

This position acts as the critical technical bridge between the frontline field service network and the internal RD engineering teams. When standard field technicians encounter complex, undocumented edge cases, this engineer steps in to diagnose the vehicle, resolve the immediate issue, and translate the fix into a repeatable process.

What You ll Do:

• Advanced Field Diagnostics: Serve as the final escalation point for unresolved field issues. Step in to diagnose complex edge cases that bypass standard service SOPs.
• RD Troubleshooting Ideation: Brainstorm and collaborate directly with RD hardware and software teams to reverse-engineer field failures and develop permanent engineering countermeasures.
• SOP Tooling Translation: Convert complex engineering fixes into simplified, actionable Service Bulletins. Work with cross-functional teams to standardize the diagnostic tools required for regional technicians to handle these issues independently in the future.
• Closed-Loop Quality Feedback: Feed root-cause data directly back to the Quality and Manufacturing teams to ensure newly discovered field defects are instantly added to the production quality checks on the manufacturing floor.
• Crisis Intervention: Deploy rapidly to the field for critical vehicle-down scenarios that present safety concerns, ensuring swift technical resolution and customer stabilization.

Who Can Apply

• Degree in Electrical, Electronics, or Automotive Engineering with deep, hands-on experience in EV architectures and battery systems.
• Proven ability to read vehicle logs, troubleshoot complex wiring harnesses, and debug software/firmware issues.
• Strong cross-functional communication skills, capable of translating highly technical RD data into practical, step-by-step field technician instructions.
• High tolerance for ambiguity and a structured approach to solving entirely undocumented problems under pressure.

Performance Metrics (KPIs)

• Mean Time to Resolution (MTTR) for escalated edge cases.
• Number of Service Bulletins or Engineering Change Requests (ECRs) successfully generated from field data.
• Zero repeat escalations for edge cases that have been transitioned into standard service SOPs.

What s In It for You:

• Opportunity to work in a fast-paced and dynamic environment.
• Opportunities for professional advancement as the company undergoes expansion.
• A culture that fosters collaboration and creativity within the team.
• Collaborate closely with seasoned experts in the field.
• Gaining an entry point into the field of automobile development.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.