Job Description & Qualifications

Electriphi Inc. fully owned subsidiary of FORD develops EV fleet and energy management solutions that save energy costs, increase reliability, and simplify the transition to electric vehicle fleets. Based in San Francisco, CA our product is deployed with various public and private battery-electric and hybrid fleets.


What you will be able to do:

Work with the Level 1 customer support team in diagnosing customer charger hardware and software issues.
Escalate to Level 3 engineering or Hardware OEMs as necessary while ensuring appropriate follow-up SLAs are met.
Log bugs in Jira and follow up/escalate as required.
Work within customer SLAs to ensure timely responses and solutions are presented and updated.
Collaborate with other distributed teams of developers and QA to ensure world-class customer service is consistently delivered.
Reproduce issues in-house with the aim to develop workarounds and solutions.
Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, etc.
Provides information by collecting, analyzing, and summarizing development and service issues.
Analyze and improve application performance, reliability, availability, and scalability.
Documenting and improving SOPs and resource tool management within our SharePoint

The minimum requirements we seek:

Excellent communication, analytical, troubleshooting and problem-solving skills
Experience using help desk software, remote support tools and CRM software (Microsoft Dynamics, Salesforce)
Strong attention to detail and multi-tasking abilities
Teamwork, collaboration and critical thinking skills
Hands-on experience with developer basic tools such as IDE’s, debuggers, bug tracking systems, and the use of automation tools
2+ years of experience in engineering and / or technical support
Experience or strong passion for executing in an agile methodology environment.
Strong organizational and prioritization skills and a demonstrated ability to work in a remote work environment.

Our preferred requirements:

High emotional IQ: Understand customers’ emotions and concerns about our product as much as you understand the concerns of the sales team on how to sell that product, or the support team on how to support it, or the engineering team on how to build it.
Start-up nerve: Have the temperament to weather through the ups and downs of a fast-paced startup, always balancing predictability and adaptability.
Customer empathy: Establish strong rapport with customers and partners to decipher their needs and emotions to astutely tease out the pain points that the product or feature will address.