Technical Support Engineer (m/w/d)

AMPECO is one of the most innovative companies in the area of electric vehicle charging infrastructure - an industry that aims to change the world by making charging easier for everyone. As electric vehicles (EVs) drive a transformation of the transport and mobility sectors, AMPECO is at the forefront of that grand revolution, and we're just getting started. Our product - the AMPECO EV Charging Platform - is a business-critical SaaS platform used by companies to manage their EV charging infrastructure, processes and energy use. It's already in use by companies all over the world, from North and South America to Europe, Asia and Australia.

Our team is highly motivated, capable, and committed to our mission. We are looking to expand it with like-minded, capable people, eager to give, learn and grow with us.

About the role

Technical Support Engineers play a critical role in helping customers successfully operate one of the industry's most feature-rich EV charging management platforms.

As a Technical Support Engineer, you will investigate technical issues, develop deep expertise in the AMPECO platform, and work closely with Engineering, Product, and Customer Management teams to deliver timely, accurate, and high-quality technical support to customers across the globe.

Success in this role goes beyond troubleshooting technical issues. It requires understanding the customers business objectives, operational workflows, and use cases to provide relevant technical guidance and build long-term trust through every interaction.

AMPECO is a highly configurable enterprise SaaS platform, and becoming an effective Technical Support Engineer requires analytical thinking, continuous learning, and a genuine commitment to developing deep product expertise. Every customer interaction expands your understanding of how the platform is used in diverse real-world environments.

What you'll do

Technical Investigation

• Investigate customer-reported technical issues by analyzing application behavior, system logs, configuration settings, APIs, and available diagnostics;
• Develop a clear understanding of the customer's objective, the expected platform behavior, the actual system behavior, and the business impact to determine the most appropriate resolution path;
• Reproduce issues in controlled environments to validate findings and support technical investigations;
• Differentiate between product behavior, configuration challenges, integrations, environmental factors, and product defects, engaging the appropriate teams when necessary.

Customer Partnership

• Build a strong understanding of each customer's business goals, operational workflows, and platform use cases to provide meaningful technical guidance;
• Take ownership of customer cases from initial investigation through resolution, ensuring timely communication, regular progress updates, and clear expectation management;
• Explain technical concepts, investigation findings, and recommended next steps in a way that is clear and accessible for both technical and non-technical stakeholders;
• Build trusted relationships by delivering professional, consistent, and customer-focused technical support.

Cross-functional Collaboration

• Work closely with Engineering, Product, QA, and Account Delivery Management teams to resolve customer issues efficiently;
• Provide clear technical findings that enable Engineering to reproduce, understand, and address product issues;
• Share knowledge and contribute to continuous improvements in troubleshooting practices, documentation, and team processes.

Product Expertise

• Continuously develop deep expertise in the AMPECO platform, its capabilities, and the technologies it integrates with;
• Stay current with new platform features and continuously expand your technical knowledge;
• Contribute to internal documentation, troubleshooting guides, and knowledge-sharing initiatives that improve team effectiveness.

What we're looking for

We're looking for engineers who enjoy understanding complex software systems, approach technical challenges methodically, and are motivated by continuously expanding their technical and product expertise.

Technical

• Experience in Technical Support, Application Support, Product Support, or a similar technical customer-facing role;
• Strong analytical and troubleshooting skills with the ability to investigate unfamiliar technical issues independently;
• Experience interpreting application logs and technical information to support investigations;
• Ability to understand customer requirements, expected system behavior, and actual platform behavior in order to identify the appropriate resolution path;
• Excellent written and verbal communication skills in English;
• Strong attention to detail and a structured approach to problem solving.

Client Focus

• Ability to understand customer business processes and operational objectives in order to provide relevant technical guidance;
• Experience managing customer expectations throughout technical investigations with professionalism and transparency;
• Confidence communicating effectively with both technical and business stakeholders;
• Ability to balance technical excellence with a customer-centric mindset.

Ways of Working

• Naturally curious and motivated to understand how complex software platforms operate;
• Comfortable investigating issues that do not have immediate or obvious answers;
• Take ownership of customer investigations while collaborating effectively across multiple teams;
• Committed to continuous learning and developing deep product expertise over time;
• Able to prioritize effectively and manage multiple technical investigations in a fast-paced environment.

Nice to Have

• Experience supporting cloud-based SaaS applications;
• Familiarity with REST APIs, JSON, or API troubleshooting;
• Basic understanding of networking concepts and cloud infrastructure;
• Experience using browser developer tools, Postman, or similar diagnostic tools;
• Familiarity with SQL or database concepts;
• Experience working in Agile software development environments;
• Exposure to enterprise software, IoT, telecommunications, energy, or EV charging technologies.

What we offer

• A seat at a fast-growing company on the path to becoming a global industry leader;
• A team of highly experienced people who genuinely enjoy working together;
• Flexible working hours;
• A bonus day off for your birthday;
• 5 additional vacation days per year after your first year with us;
• Social events and team buildings worth showing up for;
• Medical insurance with generous coverage - for you and your family;
• Monthly shared-mobility allowance (Spark and GOeGO);
• EV week - a company electric car for your personal use every 1-2 months.

Our team at AMPECO is deeply committed to our mission and we're looking for like-minded individuals eager to give, learn and grow with us. If you're passionate about innovative technology and want to make a real impact in the e-mobility sector, we want to hear from you. Join AMPECO in building the future of EV charging!

Our interview process is entirely remote. Only shortlisted candidates will be contacted.