L2 Technical Support

Driven by Intelligence. Powered for the Future.

Autel is a global tech innovator in automotive diagnostics and smart mobility. With 2,000+ talents across 70+ countries, we fuse AI, big data, and cloud to drive the next generation of intelligent vehicles.

As Autel Energy expands rapidly in Europe’s EV charging market, we are seeking a proactive and highly skilled L2 Regional Technical Expert to provide advanced technical support, complex issue resolution, and product-level expertise across the European region.

Key Responsibilities:

• Analyze complex technical issues and perform advanced remote diagnostics
• Conduct log analysis, system diagnosis, and root cause investigation
• Provide remote resolution, workaround, or technical decision support
• Guide on-site engineers and service partners during complex troubleshooting
• Own complex incidents end-to-end and coordinate resolution across L1, field teams, partners, and HQ
• Escalate product-related issues to HQ / R&D with structured technical reports
• Support issue reproduction, bug follow-up, and product improvement feedback
• Support new product deployment, installation, commissioning, and field validation
• Identify recurring failure patterns and provide corrective actions
• Develop troubleshooting playbooks, document known issues, and contribute to knowledge base improvement
• Train and support L1 teams, field engineers, and partners on technical troubleshooting processes
• Act as technical lead during major incidents and coordinate cross-functional resolution

Requirements:

• 3–7 years of experience in technical support, field engineering, or service engineering
• Strong troubleshooting capability and system-level problem-solving skills
• Solid knowledge of EV charging systems is preferred
• Understanding of OCPP protocol and EV charging communication processes
• Good knowledge of networking, including TCP/IP, SIM, router, and connectivity troubleshooting
• Experience with log analysis, remote diagnostic tools, and technical reporting
• Ability to distinguish between hardware, software, network, and integration-related issues
• Experience in EV, telecom, industrial equipment, IoT, or energy infrastructure is preferred Experience in both remote technical support and field troubleshooting is a plus
• Strong communication skills with the ability to guide field engineers and service partners remotely
• Ability to communicate clearly with HQ, R&D, and cross-functional teams
• Structured problem-solving mindset with strong ownership of complex cases

Working Model:

• EU business hours
• Hybrid technical support model
• Approximately 70–80% remote technical support
• Approximately 20–30% field, lab, or product support
• Primary role as remote technical authority for complex regional issues
• Participation in major incident support and technical escalation when required

Why Join Autel

• Key technical role in shaping EV charging infrastructure in Europe
• Opportunity to become the regional technical authority for complex EV charging issues
• Flat hierarchy with direct access to decision-makers and HQ technical teams
• Competitive salary with performance-based bonus
• International environment with high autonomy
• Dynamic, growth-oriented company with global reach

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 L2 Regional Technical Expert – NL in the email subject.