L1 Technical Support Engineer

Autel Europe RSC – L1 Technical Support Engineer

Role Purpose：

The Technical Support Engineer provides first-line technical support for Autel EV charging products and related software or connectivity functions.

As the first technical point of contact within the EU Remote Service Center, the role performs initial technical assessment, standardized troubleshooting, and structured case management to ensure efficient issue resolution and high-quality case information for further investigation when required.

The role is responsible for receiving and documenting technical cases, carrying out initial diagnosis, guiding customers through standard troubleshooting steps, supporting basic commissioning activities, and escalating unresolved issues through the defined support process. The position helps maintain a consistent customer experience through timely communication, accurate case records, and structured technical information.

1. First-Line Customer Support

• Provide first-line technical support to customers, distributors, installers, and authorised service partners via phone, email, ticketing systems, and approved remote support tools.
• Respond to customer enquiries within agreed Service Level Agreement (SLA) response times.
• Receive, validate, and register incoming service tickets, ensuring all required information is complete and accurate.
• Assign the appropriate incident priority (P0–P3) based on business impact and urgency.
• Create structured, accurate, and traceable support case records.
• Guide customers through standard product operation, configuration, connectivity, and troubleshooting procedures.
• Confirm the customer environment, product model, software version, symptoms, and business impact before beginning technical diagnosis.

2. Technical Triage

• Classify incidents based on issue type (network, hardware, software, or user operation).
• Assess incident severity and business impact.
• Determine the appropriate initial handling path.
• Decide whether escalation to higher-level technical support is required.

3. Standardised Troubleshooting

• Perform troubleshooting strictly in accordance with the approved Troubleshooting Playbook.
• Complete standard verification checks and authorised remote support actions.
• Execute predefined diagnostic procedures to identify potential causes.
• Ensure all troubleshooting steps are completed before progressing to escalation.
• No troubleshooting steps may be skipped; all activities must follow established procedures.
• Maintain ownership of customer communication until the case is resolved, transferred, or closed.

4. Commissioning and Operational Support

• Provide remote guidance for product installation checks, activation, configuration, and functional verification.
• Support installers and service partners during routine commissioning activities.
• Assist with basic connectivity, network, and platform access verification where applicable.
• Provide on-site support only when authorised and required by the local business.

5. Ticket Quality and Case Management

• Ensure all troubleshooting activities are fully documented.
• Record error codes, system logs, diagnostic results, and all actions performed.
• Prepare clear, complete, and well-structured technical information for higher-level support teams.
• Take ownership of ticket quality before escalation.

6. Customer Communication and SLA Management

• Provide the initial customer response within the agreed SLA.
• Keep customers informed with clear and timely status updates.
• Guide customers through basic verification and troubleshooting steps when required.
• Confirm issue resolution with customers before case closure.
• Monitor ticket response and resolution timelines.
• Ensure all cases progress in accordance with SLA requirements.
• Escalate cases promptly when SLA compliance is at risk.

7. Escalation to L2 Technical Support

• Escalate cases only after all required troubleshooting procedures have been completed.
• Provide a comprehensive diagnostic summary, including findings and actions performed.
• Attach all relevant logs, diagnostic data, screenshots, and supporting evidence.
• Ensure escalated cases contain complete and structured technical information to minimise rework by L2 teams.

8. Knowledge Base and Troubleshooting Process Improvement

• Follow and contribute to the continuous improvement of the Troubleshooting Playbook.
• Document recurring issues, common failure patterns, and known solutions.
• Provide structured feedback and improvement recommendations to the L2 support team.
• Support knowledge sharing and continuous optimisation of technical support processes.

Candidate Profile：

Education and Experience

• Bachelor's degree, vocational qualification, technical diploma, or equivalent practical experience in Electrical Engineering, Electronics, Mechatronics, Automation, Energy Systems, Telecommunications, or a related technical discipline.

• 1–3 years of experience in technical support, field service, or a similar customer-facing technical environment. Experience in EV / IoT / telecom is a plus. Experience with ticket-based systems preferred

• Experience with EV charging, energy products, electrical equipment, power electronics, industrial technology, or connected devices is preferred.

• Experience working with international customers, distributors, installers, or service partners is an advantage.

Technical Knowledge

• Basic understanding of electrical and electronic systems and safe working principles.

• Ability to read and apply product manuals, technical instructions, wiring information, and troubleshooting procedures.

• Basic understanding of EV charging products and common AC or DC charging scenarios is preferred.

• Basic knowledge of networking and connectivity concepts, such as Ethernet, Wi-Fi, SIM connectivity, IP addressing, or cloud-platform access, is an advantage.

• Ability to interpret alarms, event logs, and charging session records.

• Experience using CRM, ticketing, remote-support, or service-management systems is preferred.

• Basic understanding of incident classification, ticket prioritisation, and structured troubleshooting methodologies is an advantage.

Core Competencies

• Customer-focused and service-oriented communication.

• Structured troubleshooting and logical problem solving.

• Clear written documentation and attention to detail.

• Reliability, accountability, and timely follow-up.

• Ability to work effectively under SLA-driven environments.

Languages and Working Model

• English as a working language and other languages as a plus.

• Work during European business hours (e.g. 09:00–18:00 CET).

• Willingness to participate in shift rotations, on-call arrangements, and flexible remote support schedules when required.

Role Scope and Boundaries

• This is a first-line, customer-facing technical support role and an individual contributor position.

• The role is responsible for first-line technical support, including ticket intake and validation, technical triage, standard troubleshooting, case management, customer communication, basic commissioning support, and structured escalation.

• Complex engineering analysis, product design changes, advanced solution architecture, and R&D ownership remain outside the L1 role scope.

What We Offer

• An opportunity to contribute to the growth of EV charging and smart energy solutions in Europe.

• Structured technical learning and exposure to international products, customers, and teams.

• A collaborative working environment with access to experienced technical specialists.

• Opportunities for professional development within a growing global technology organisation.

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.