Customer Support Engineer providing exceptional support for Zoho's SaaS products in the European market. Collaborating with teams to resolve technical issues and assist customers in optimizations.
About the role
- Technical Support Manager leading a team handling complex technical issues for EV charging solutions at Wallbox. Overseeing operations and collaboration between Customer Support and Engineering teams.
Responsibilities
- Lead, mentor, and develop a team of L2 Technical Support Specialists (Residential & Business focus)
- Conduct regular 1:1s, performance reviews, and define career development plans for team members
- Ensure the team has the necessary technical training on new HW products and SW features before launch
- Own the performance of the L2 queue, monitoring metrics such as Time to Resolution (TTR), Backlog Age, SLA Compliance, and CSAT
- Act as the final point of escalation for critical customer cases or VIP partners, ensuring rapid resolution and effective communication
- Lead the coordination during critical service outages or firmware regressions, communicating status to internal stakeholders (Sales, L1 Managers)
- Continuously refine workflows in Salesforce to minimize administrative friction and maximize time spent on troubleshooting
- Act as the primary liaison between Technical Support and the Engineering/Quality teams
- Oversee the reporting of software bugs and hardware defects in Jira, ensuring they are well-documented, prioritized, and tracked until resolution
- Analyze trends in incoming tickets to identify systemic issues and drive Problem Management initiatives
- Oversee the Knowledge Base strategy, ensuring L2 agents document fixes effectively to empower the L1 team and perform quality audits on L2 tickets
Requirements
- 5+ years of experience in Technical Support or Engineering, with at least 2+ years in a Team Lead or Management role
- Strong understanding of Hardware/Electronics and Software/Connectivity (IoT, Bluetooth, Wi-Fi, Cloud platforms)
- Experience in the EV Charging or Renewable Energy industry is a massive plus
- Expert knowledge of Salesforce Service Cloud (Dashboards, Case Management, Omni-channel)
- Proficiency in Jira (creating bug reports, dashboards, and workflows)
- Familiarity with data analysis tools (Excel, PowerBI, or Tableau)
- Proven ability to manage crisis situations and make data-driven decisions under pressure
- Excellent written and verbal communication skills in English (C1/Native). Spanish or other European languages are a plus
- Empathy, resilience, and a "customer-obsessed" mindset
Benefits
- Flexible working hours
- Hybrid work schedule and half Fridays
- First-class private health, dental, and life insurance after your first month at Wallbox
- Flexible compensation tickets valid for transportation, childcare, and restaurant/food delivery apps
- Car discounts & special advantages if you choose an EV!
- Variety of breakfast and lunch dishes, every day, at a discounted price at our canteen
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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