Lead and build the L2/L3 Product Support team for EV charging stations. Manage escalations, improve support metrics, and act as the bridge between customers and engineering teams. No EV charging experience required. Key Responsibilities: Lead a team of 10- 18 Technical Support Engineers. Handle escalations across chargers, connectivity, firmware, cloud & payments. Own KPIs: FCR, MTTR, CSAT, backlog. Drive training, documentation, and knowledge base. Manage 247 on-call support and major incidents. Coordinate with Product, R&D, and global teams. Support New Product Launches (NPI). Requirements: BE/B.Tech (Electrical/Electronics/Mechatronics/Instrumentation/Power) 7- 12 years total experience. 5+ years in L2/L3 technical support. 3+ years people management. Strong knowledge of electrical systems, embedded systems & networking. Hands-on with diagnostic tools (DMM, scope, etc.). Preferred: Experience with Salesforce/Zendesk/Freshdesk/Jira. Excel dashboards & reporting. Strong English communication; Hindi is a plus. Interest in EV / clean energy.
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