About Us
ChargerHelp is on a mission to maximize the reliability of electric vehicle charging infrastructure. We partner with charge point operators, utilities, fleet operators, and site hosts across North America to keep EV charging stations online through intelligent remote operations, technical troubleshooting, preventative maintenance, and field service coordination.
We're looking for someone who enjoys solving difficult technical problems, thrives in fast-paced operational environments, and takes ownership of customer outcomes.
Role Overview
We’re seeking a EVSE Reliability Operations Specialist to manage real-time issue response, dispatch coordination, and technical troubleshooting across our customers’ EV charging portfolios.
This role is more than dispatch.
EVSE Reliability Operations Specialist helps determine what is happening, what information is missing, who needs to act next, and how to move complex issues toward resolution. You will work across Zendesk, work orders, CSMS/OCPP data, customer communications, OEM guidance, internal notes, and EMPWR to coordinate service and support reliable charger operations.
The ideal candidate is detail-oriented, technically curious, comfortable working through ambiguity, and able to translate fragmented information into clear next steps for technicians, electricians, OEMs, partners, and customers.
What You’ll Do
Technical Troubleshooting & Solutions Engineering
Technical problem solving is at the heart of this role.
You'll investigate charging station issues using:
OCPP messages and transaction logs
Charger fault codes and alarms
Network and communications diagnostics
Remote monitoring platforms
OEM documentation and technical support resources
ChargerHelp's proprietary software platform
You'll determine:
Whether an issue can be resolved remotely
Whether a technician should be dispatched
Which parts or components are likely to have failed
Whether the issue is related to software, firmware, communications, networking, utility power, or charger hardware etc.
The most effective path to restoring service
Successful candidates are comfortable troubleshooting complex technical issues independently and can make informed recommendations without requiring constant direction.
Operations & Service Coordination
Own charging station issues from initial alert through final resolution.
Responsibilities include:
Dispatching and coordinating field technicians
Managing service work orders
Coordinating with OEMs, electricians, utilities, and site hosts
Managing warranty and non-warranty repairs
Tracking service level agreements (SLAs)
Coordinating parts ordering and logistics
Maintaining accurate service documentation
Ensuring every issue progresses efficiently toward resolution
Customer Success & Account Management
You'll serve as the primary operational contact for your assigned customers.
Responsibilities include:
Leading customer onboarding
Conducting operational review and status meetings
Providing updates on ongoing service issues
Coordinating contract renewals
Assisting customers with adding stations to existing agreements
Recommending equipment replacement ("rip and replace") strategies when appropriate
Responding to customer questions and escalations
Building trusted relationships through responsive communication and technical expertise
Success Looks Like
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Successful EVSE Reliability Operations Specialists:
Diagnose EVSE issues with minimal supervision
Understand commercial Level 2 and DC Fast Charging systems
Confidently interpret charger fault codes and OCPP messaging
Know when a truck roll is—and isn't—necessary
Effectively coordinate technicians, OEMs, and vendors
Clearly communicate technical information to both technical and non-technical customers
Successfully manage multiple active customer issues simultaneously
Take ownership of problems until they're fully resolved
Why ChargerHelp?
You'll join one of the industry's leading EV charging reliability companies, working alongside experts who are redefining how charging infrastructure is maintained and supported. Every day brings new technical challenges, new technologies, and opportunities to directly improve the charging experience for EV drivers across North America.
As ChargerHelp continues to grow, this role offers opportunities to expand your technical expertise, influence operational best practices, and grow into senior technical and operational leadership positions.
Details
Type: Full-Time
Location: Remote
Reports To: Principal RaaS Coordinator
Compensation: $75,000 – $95,000 annually, commensurate with location and experience
Requirements
Required
At least 1 - 3 years supporting, installing, maintaining, or troubleshooting commercial EV charging infrastructure
Experience with Level 2 and/or DC Fast Charging equipment
Strong understanding of EVSE hardware, charging workflows, and common failure modes
Experience interpreting charger fault codes, alarms, or diagnostic information
Experience supporting one or more major EVSE manufacturers (ABB, BTC Power, Tritium, ChargePoint, Kempower, EVBox, Delta, Autel, Blink, etc.)
Ability to independently troubleshoot complex technical issues and determine appropriate next steps
Excellent written and verbal communication skills
Strong organizational, customer management, and problem-solving skills
Preferred
Experience working with OCPP and Charging Station Management Systems (CSMS)
Experience with Zendesk, Salesforce, Jira, or similar ticketing platforms
Electrical, networking, or telecommunications troubleshooting experience
Familiarity with Linux, VPNs, networking fundamentals, or remote diagnostics
Previous experience supporting utilities, fleet operators, or Charge Point Operators (CPOs)
Highlights
The EVSE Reliability Operations Specialist helps determine what is happening, what information is missing, who needs to act next, and how to move complex issues toward resolution.
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