Zero Impact Energy · 1 month ago
EV Charging / OCPP Technical Support Manager
Costa Mesa, CA
Full-time
Hybrid
Senior Level
$70K/yr - $95K/yr
5+ years expZero Impact Solutions is a company focused on building infrastructure for California's EV charging networks. They are seeking a Technical Support Manager to lead their customer service and technical support organization for the EVOLV Charging platform, ensuring effective issue resolution and exceptional customer experiences.
EnergyEnvironmental ConsultingRenewable Energy
Responsibilities
Lead, coach, and develop a team of customer service and technical support specialists, setting clear expectations, goals, and performance standards
Own staffing, scheduling, and coordination with internal teams and service providers to ensure operational coverage
Foster a culture of accountability, collaboration, and customer-centric problem solving
Monitor call handling, ticket activity, and support quality; provide ongoing coaching, feedback, and performance management
Serve as a senior point of contact for escalated customer issues, ensuring timely and professional resolution
Act as the primary escalation point for complex EV charging issues, with a strong focus on OCPP-based interactions within the EVOLV platform
Apply hands-on knowledge of OCPP 1.6J and/or 2.0.1 to diagnose and resolve issues related to charger authorization, transactions, session management, firmware updates, heartbeats, and charger state changes
Work directly with the EVOLV platform developers to investigate protocol-level issues, review platform behavior, and validate fixes, configuration changes, or releases
Interpret OCPP logs, message flows, and system events to identify root causes and recommend corrective actions
Translate platform-level technical findings into clear, actionable guidance for the support team and customer-facing communications
Serve as the internal authority on how OCPP behavior maps to EVOLV platform functionality, ensuring support teams understand system behavior, limitations, and known issues
Develop and deliver structured training programs covering customer service best practices, troubleshooting methodologies, and OCPP fundamentals
Ensure support specialists are equipped to independently resolve common EV charging and platform-related issues
Create, maintain, and continuously improve internal documentation and company-wide knowledge base resources related to EV charging workflows and EVOLV platform behavior
Collaborate with the EVOLV platform development team, Service, Product, Sales, and Marketing to remain current on features, updates, and serviceability impacts
Prepare and maintain reports and dashboards tracking KPIs such as ticket volume, issue categories, resolution time, escalation rates, SLA performance, and customer satisfaction
Analyze support data to identify trends, recurring issues, and areas for improvement, present insights and recommendations to leadership
Occasionally travel to customer sites to provide hands-on technical support for high-value customers and strengthen long-term relationships
Qualification
Required
Proven experience leading customer service and/or technical support teams, including coaching, performance management, and scheduling
Hands-on experience supporting OCPP-compliant EV charging systems, with demonstrated ability to troubleshoot real-world protocol and connectivity issues
Strong working knowledge of OCPP 1.6J and/or 2.0.1 and how charger-to-backend communications impact customer experience
Minimum of 5+ years of experience in technical support, customer support, or service operations roles
Experience using CRM and ticketing systems
Excellent verbal, written, and presentation communication skills
Ability to manage multiple priorities in a fast-paced environment
Valid State Driver's License
Authorized to work in the United States (E-Verify employer)
Ability to pass background and drug screening
Preferred
Bachelor's degree in Business, Engineering, Information Systems, or a related field
Experience supporting multi-vendor EV charging hardware in a networked environment
Experience managing 24/7 support operations
Benefits
Dental insurance
Health insurance
Company
Zero Impact Energy
From electric vehicle charging stations to solar and storage systems, Zero Impact Solutions ( Part of Zero Impact Energy) works to bring renewable technologies to every business or community in California.
51-200 employees
H1B Sponsorship
Zero Impact Energy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase