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Future Energy Ventures · 1 month ago

Software Product Support Engineer, EV Charging

Troy, Michigan, United States

Full-time

Onsite

Mid Level

$85K/yr - $95K/yr

3+ years exp

Future Energy Ventures is seeking a Software Product Support Engineer to formalize, standardize, support, and scale their software products. The role involves defining product configurations, operationalizing support processes, and developing documentation and training materials while engaging with clients during implementation phases.

EnergyGreen BuildingTransportationVenture Capital

Responsibilities

Analyze and document Future Energy's CSMS (Charge Station Management System) platform’s functionality and configuration options to establish company-wide default standards

Establish OCPP configuration standards, default settings by client type (dealership, hospitality, fleet, workplace), and onboarding templates

Assist in defining service tier configurations based on complexity and support requirements

Document CSMS platform capabilities and limitations and how they affect Future Energy products

Configure driver mobile app features and notification settings; understand driver user flows to support configuration and troubleshooting

Collaborate closely with clients during early implementation phases to understand real-world use cases and refine configuration settings

Develop clear, detailed documentation and training materials for internal teams to enable scalable product support

Formalize processes for ongoing product updates, configuration management, and client support handoff

Act as the technical point of escalation for complex product-related client issues

Diagnose complex OCPP connectivity issues by analyzing communication logs and identifying protocol errors

Design and implement load management configurations for multi-charger sites with electrical capacity constraints

Provide deep technical knowledge of CSMS-to-EVSE (Electric Vehicle Supply Equipment) device integrations, including networking fundamentals (DHCP, VLANs, firewall rules, cellular/WiFi connectivity) and firmware update management

Configure and troubleshoot OCPP security profiles, manage server certificates, and ensure secure charging station communications using TLS/SSL protocols

Manage API integrations with third-party systems (payment processors, CPO roaming networks, push notifications)

Evaluate new integration requirements and determine platform capability gaps requiring engineering support

Engage directly with clients during product rollout and configuration definition phases

Conduct site visits as needed to observe, document, and resolve unique product scenarios not replicable in-house (network troubleshooting, power capacity analysis, operational workflow optimization)

Support client escalations requiring high-level technical expertise and ensure positive outcomes

Extract patterns from client-specific situations to build repeatable configuration solutions

Work cross-functionally with Operations, Client Success, and Product teams to incorporate client feedback into product refinements

Stay informed of industry best practices related to EV charging network operations, CSMS platform scalability, and managed services

Advocate for process improvements that enhance product stability, usability, and supportability

Identify when client requests should become standard platform features vs. remain custom solutions

Qualification

CSMS platformsOCPP configurationEV charging supportAPI integrationsNetworking fundamentalsClient interactionProcess improvementTechnical documentation