Technical Support Engineer
Driven by Intelligence. Powered for the Future.
Autel is a global tech innovator in automotive diagnostics and smart mobility. With 2,000+ talents across 70+ countries, we fuse AI, big data, and cloud to drive the next generation of intelligent vehicles.
As Autel Energy expands rapidly in Europe's EV charging market, we are seeking a proactive and structured Customer Support Specialist to support our growing operations in London Area, United Kingdom.
What You'll Do
As the first line of after-sales service, you will receive, log, and initially handle customer requests and issues to ensure a smooth and efficient customer experience. Key responsibilities include:
1.Customer Reception & Issue Logging
- Receive customer repair requests, inquiries, and complaints via phone, email, or ticketing system
- Classify issues (hardware/software/network/user operation) and create service tickets in the system
- Collect complete fault information, including site photos/videos, device serial numbers, and error codes
2. Level 1 Technical Support
- Provide basic troubleshooting guidance following standard SOPs (e.g., rebooting devices, checking power/network)
- Use remote monitoring platforms to check device status and assist customers in resolving simple issues
- Perform authorized remote operations (e.g., reboot, remote diagnostics, configuration updates)
3. Escalation & Coordination
- Escalate unresolved tickets to Level 2 technical support or field service engineers following process
- Track ticket progress and ensure timely updates are provided to customers
- Coordinate spare parts requests and field service resources to ensure SLA compliance
4. Customer Communication & Satisfaction
- Provide regular updates on issue status and solutions to customers
- Collect customer feedback and assist in improving service quality
- Maintain accurate and complete customer records
5. Internal Collaboration
- Work closely with technical support, logistics, sales, and project management teams
- Help summarize common issues and contribute to knowledge base and SOP improvements
You Are
- Education: College degree or above, preferably in Electrical Engineering, Automation, Telecommunications, Computer Science, or related fields
Experience:
- 1-2 years of customer service, technical support, or after-sales service experience
- Experience in EV charging, solar, power equipment, or industrial automation is a plus
- Skills:
- Basic understanding of networking (LAN, 4G, OCPP knowledge is a plus)
- Fundamental electrical knowledge and ability to read simple wiring diagrams
- Strong communication skills and customer service mindset
- Basic English reading and writing skills (ability to handle international customer emails is a plus)
- Other:
- Ability to work under pressure and accept shift schedules (including night/weekend on-call)
- Detail-oriented, responsible, and a strong team player
Why Join Autel
- Key operational role in shaping EV charging infrastructure in the Europe
- Flat hierarchy with direct access to decision-makers
- Competitive salary with performance-based bonus
- International environment with high autonomy
- Dynamic, growth-oriented company with global reach
Location: London Area, United Kingdom
Start date: As soon as possible
Working hours: Full-time
Apply now and help us deliver cutting-edge EV charging solutions!
Contact: Apply directly on LinkedIn or send your resume to recruitment1.eu@autel.com
Please mention Customer Support Specialist – DE in the email subject.