EVSE / OCPP Technical Support Manager

Benefits

Dental insurance
Health insurance

WHO WE ARE

We here at Zero Impact Solutions are passionate about driving this revolution and building the infrastructure powering Californias EV charging networks. Zero Impact Solutions continues to build relationships with reputable companies through our dedication and quality. Were bringing together stakeholders to make e-mobility a reality for our Golden State. Since our founding in 2018, Zero Impact Solutions has focused solely on making the transition to electricity easy for businesses, fleets, and drivers. Zero Impact Solutions offers an opportunity to be a part of a new and thriving industry and the opportunity to create an all-electric future for generations to come. Be a part of the groundbreaking team, thats building the EV charging industry and make your mark on how people and goods will be transported.

JOB SUMMARY

Zero Impact Solutions is seeking a Technical Support Manager to lead our customer service and technical support organization for the EVOLV Charging platform. This role is responsible for managing and developing a high-performing support team while serving as a hands-on subject matter expert in OCPP-based EV charging systems.

The ideal candidate brings proven experience leading customer support teams and practical, real-world knowledge of OCPP (1.6J and/or 2.0.1), with the ability to work directly with the EVOLV platform development team to ensure reliable operations, effective issue resolution, and exceptional customer experiences.

Job Description

Team Leadership & Support Operations

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.

Technical Expertise (OCPP-Critical)

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.

Training & Knowledge Management

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.

Cross-Functional Collaboration & Reporting

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.

Required Qualifications

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 Drivers License.
Authorized to work in the United States (E-Verify employer).
Ability to pass background and drug screening.

Preferred Qualifications

Bachelors 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.

Physical Requirements

Stand, walk, sit, talk, hear, type, and write.

Reach with hands and arms, bend, stand on a stool or climb, and use fingers and hands to feel objects, tools, or controls.

Use standard office equipment such as computers, smartphones, printers, photocopiers, etc.

Prolonged periods of sitting at a desk and working on a computer.

Lift files and open desk drawers and filing cabinets.

Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required.

AAP/EEO Statement

Zero Impact Solutions is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status or any other characteristic protected by federal, state, or local law, and will not be discriminated against on the basis of disability.

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