Manager – Emsp and OCPI Operations

Around 3-5 years of B2B work experience in an engineering, technical support, or other technical role ideally for a SaaS company or within the automotive, energy or Cleantech industry
Excellent communication skills in English, both written and spoken (any additional language is a plus, particularly Spanish or French)
Good understanding of databases (SQL) and of software systems, including the ability perform detailed queries
Affinity for e-mobility and sustainability topics
Passion for solving complex problems
Process and analytical mindset
Willingness to travel internationally occasionally for workshops with internal stakeholders, partners, or customers (including to Europe)
Previous knowledge or experience of interacting open-source API protocols (specifically, but not limited to OCPP or OCPI) is a plus

L2 and L3 technical support, triaging issues raised by partners, drivers, customers and internal stakeholders, and conducting deep analysis of relevant topics, including detailed log analysis and database queries
System monitoring – receiving system alerts and observing system monitoring, notifying stakeholders of production incidents as relevant
Supporting the creation of, and managing, a production bug / incident ingests and triage process
Owning a partner technical support portal, ensuring resolution / timely handoff of issues raised
Managing team documentation, including of an internal knowledge center
Working with stakeholders to write up incident root cause analyses
Communicating with partners and customers as needed, both on calls and in email / Jira format
Working with our applications engineering, OCPI onboarding, product management, and other stakeholders to configure and update API configurations with partners

Technical educational background is preferred but not essential
Experience with tools such as Snowflake, Tableau, Grafana, Kibana and/or similar platforms is a plus