Product Support Engineer

The Role

As a Product Support Engineer (L1–L3) you will be the first line of defence for our B2C/B2B customers and internal teams. You will handle a mix of L1, L2 and L3 queries, ranging from simple configuration questions to deep technical investigations, and you’ll monitor the health of connected assets (chargers, services, integrations) to spot and escalate issues before customers do.

Note: Support hours follow UK time, and you’ll be part of a shift rota that enables potentially 24/7 coverage.

Key Responsibilities

Customer support (L1–L3)

• Act as the first point of contact for B2C/B2B customers via ticketing system, email and messaging (e.g. Jira / Salesforce Messaging / Slack).
• Handle L1 queries: “how‑to” questions, account and configuration changes, basic troubleshooting.
• Own L2 investigations: reproduce issues, analyse logs and telemetry, work through runbooks, propose workarounds.
• Contribute to L3 triage: perform initial technical analysis, gather detailed diagnostics and hand over to engineering for code‑level fixes.
• Maintain high‑quality customer communication throughout incidents (acknowledgements, updates, closure summaries).

Monitoring & Incident response

• Monitor asset connection health and platform services (e.g. chargers health, integration failures, auth/email problems) via dashboards and alerts.
• Proactively raise incidents when thresholds are breached, even before customers report an issue.
• Classify and prioritise incidents (P1–P4), ensuring P1/P2 issues are escalated and communicated quickly.
• Coordinate with on‑call engineers and product teams during major incidents.
• Log all actions and timelines clearly to support post‑incident reviews.

Continuous improvement

• Create and maintain runbooks, troubleshooting guides and internal FAQs.
• Suggest and implement improvements to monitoring, alerting and support workflows.
• Share learnings from incidents with product and engineering teams to prevent recurrence.
• Contribute to customer‑facing documentation and knowledge base articles.

Requirements

Must‑have

• 1-3+ years in technical support / support engineering / SRE-like roles for SaaS or connected hardware products.
• Demonstrable experience handling L1/L2/L3 investigations and leading incidents end‑to‑end.
• Experience working with monitoring / logging tools and interpreting metrics to spot issues.
• Prior experience in a shift-based environment, preferably with 24/7 or extended hours support.
• Comfortable working shifts aligned to UK time, including some nights and weekends (on a rotation).
• Excellent communication and stakeholder management skills; able to brief both customers and executives during incidents.

Nice‑to‑have

• Experience in EV charging, smart energy, IoT or other asset-heavy, connected-device domains.
• Exposure to OCPP or other EV charging standards.
• Experience with Salesforce Service Cloud / Messaging / Jira or similar.
• Previous experience in mentoring other engineers.