L2 Regional Technical Expert

Autel Europe RSC – L2 Regional Technical Expert

Role Purpose：

The L2 Regional Technical Expert provides advanced technical support for Autel EV charging products, software platforms, and integrated charging solutions across the European region.

As the second-line technical authority within the EU Remote Service Center (RSC), this role is responsible for advanced diagnostics, root cause analysis, complex issue resolution, and technical decision-making. The L2 Technical Expert supports L1 engineers, field service teams, distributors, and authorised service partners by resolving technically challenging issues that cannot be addressed through standard troubleshooting procedures.

The role acts as the technical bridge between the regional service organisation and HQ Product Management, Quality, and R&D teams, ensuring product issues are accurately analysed, effectively escalated, and continuously improved.

Key Responsibilities：

1. Advanced Technical Diagnostics

• Perform advanced remote diagnostics for complex technical issues involving hardware, software, networking, and system integration.
• Analyse system logs, charging session records, alarms, event history, and diagnostic data.
• Identify root causes and determine appropriate corrective actions.
• Provide remote solutions or temporary workarounds where applicable.
• Validate technical solutions before implementation.

2. Complex Case Ownership

• Take ownership of complex technical cases from initial escalation through final resolution.
• Coordinate technical activities across L1 support, field engineers, service partners, and HQ teams.
• Ensure cases progress efficiently while maintaining technical quality and customer satisfaction.
• Monitor technical risks and drive timely issue resolution.

3. Regional Field Technical Support

• Provide advanced remote guidance to field engineers and authorised service partners.
• Support complex commissioning, maintenance, and troubleshooting activities.
• Assist with difficult hardware, software, communication, and interoperability issues.
• Participate in on-site technical support when authorised and required.
• Provide technical recommendations for field repair or replacement decisions.

4. Product and R&D Interface

• Escalate product defects and software issues to HQ Product Management, Quality, and R&D teams.
• Prepare structured technical reports including logs, diagnostic findings, reproduction steps, and root cause analysis.
• Support issue reproduction, validation, and verification activities.
• Track product issue resolution and software release progress.
• Communicate technical updates back to regional support teams.

5. Root Cause Analysis (RCA)

• Perform detailed root cause analysis for recurring and high-impact incidents.
• Identify failure patterns and systemic issues.
• Recommend corrective and preventive actions (CAPA).
• Support continuous improvement of product reliability and service quality.
• Contribute technical input to product quality investigations.

6. New Product Introduction (NPI) Support

• Support deployment of new EV charging products and software releases within the region.
• Assist with installation, commissioning, validation, and field testing.
• Evaluate product performance under real customer operating conditions.
• Identify early product issues and provide structured feedback to Product Management and R&D.
• Support technical readiness before commercial launch.

7. Knowledge Management and Technical Enablement

• Develop and continuously improve troubleshooting playbooks, technical procedures, and knowledge base articles.
• Document known issues, technical best practices, and resolution guides.
• Deliver technical training to L1 engineers, distributors, installers, and service partners.
• Promote technical knowledge sharing across the regional support organisation.

8. Major Incident Support

• Act as the technical lead during major customer incidents and high-priority service events.
• Coordinate cross-functional technical response across regional and HQ teams.
• Support incident reviews and post-incident analysis.
• Drive continuous improvement based on lessons learned.

Candidate Profile：

Education and Experience

• Bachelor's degree, technical diploma, or equivalent practical experience in Electrical Engineering, Electronics, Mechatronics, Automation, Energy Systems, Telecommunications, Computer Engineering, or a related discipline.
• 3–7 years of experience in technical support, field service, commissioning, or technical engineering.
• Experience with EV charging systems, power electronics, industrial equipment, telecommunications, or IoT solutions is preferred.
• Experience supporting both remote technical service and field engineering activities is highly desirable.
• Experience working with international customers, distributors, installers, or service partners is an advantage.

Technical Knowledge

• Strong knowledge of AC/DC EV charging systems and charging infrastructure.
• Good understanding of OCPP protocols, charger-cloud communications, and backend integration.
• Advanced networking knowledge including TCP/IP, Ethernet, Wi-Fi, VPN, routers, SIM connectivity, and cloud platforms.
• Ability to analyse system logs, alarms, charging records, and diagnostic data.
• Strong understanding of hardware, software, firmware, and communication troubleshooting.
• Familiarity with CRM, ticketing systems, remote diagnostic platforms, and service management tools.
• Ability to perform structured root cause analysis using recognised troubleshooting methodologies.

Core Competencies

• Advanced analytical and troubleshooting skills.
• Strong system-level thinking.
• Ability to distinguish hardware, software, communication, and integration issues.
• Excellent technical communication with customers, field engineers, HQ, and R&D teams.
• Ability to coach and guide junior engineers.
• Strong ownership, accountability, and customer focus.
• Ability to manage multiple high-priority incidents under pressure.

Languages and Working Model

• Mandarin Chinese is required.
• English as a working language; additional European languages are an advantage.
• Primarily remote technical support during European business hours.
• Participate in technical support rotation and emergency incident response when required.
• Approximately 70–80% remote technical support and 20–30% field, laboratory, product validation, or customer support activities .

Role Scope and Boundaries

• This is a second-line technical expert role and an individual contributor position.
• Responsible for advanced diagnostics, complex issue resolution, root cause analysis, technical escalation, field technical guidance, and product support.
• Acts as the regional technical interface between L1 support, field service teams, Product Management, Quality, and HQ R&D.
• Routine ticket handling, basic troubleshooting, logistics coordination, and spare parts administration remain outside the L2 role scope and should be handled by L1 or relevant operational teams.

Key Performance Indicators (KPIs)

• Remote Resolution Rate
• Target: ≥70%
• Mean Time to Resolution (MTTR)
• Continuous reduction through effective technical diagnosis.
• Field Support Effectiveness
• Reduce repeat on-site visits through accurate remote guidance.
• Root Cause Analysis Quality
• Deliver clear, actionable, and technically validated RCA reports.
• Product Feedback Impact
• Improve product quality by identifying, escalating, and tracking product issues through to resolution.

What We Offer

• An opportunity to become a regional technical authority in Europe's rapidly growing EV charging industry.
• Exposure to advanced charging technologies, cloud platforms, and international engineering projects.
• Close collaboration with Product Management, Quality, and HQ R&D teams.
• Structured technical development and opportunities to grow into Technical Lead, Principal Engineer, or Technical Manager roles.
• A collaborative international working environment within a fast-growing global technology company.

Location: The Hague, Netherlands

Start date: As soon as possible

Working hours: Full-time

Apply now and help us deliver cutting-edge EV charging solutions!

Contact: Apply directly on LinkedIn or send your resume to [email protected]

Please mention L1 Technical Support Engineer – NL in the email subject.