Technical Support Engineer L2 (Dayshift - AU)

Technical Support Engineer L2 (Dayshift - AU)

Technical Support Engineer (L2) serves as the technical escalation layer and service engineering function within a 24/7 EV charging support model. The role resolves complex incidents, supports field service execution, and drives continuous improvement through SOP development and knowledge expansion.

Key Responsibilities

• Advanced technical troubleshooting and resolution across hardware, firmware, network, and backend systems.
• Perform multi‑layer analysis to eliminate recurring issues.
• Handle cases beyond L1 SOP coverage with end‑to‑end ownership and ensure timely, SLA‑aligned resolution.
• Validate L1 diagnostics and provide structured feedback to improve triage accuracy.
• Partner and field service management:
  • Coordinate and support certified service partners during field interventions.
  • Provide remote assistance for onsite activities and monitor p...