At a Glance
- Tasks: Provide first-line technical support for EV charging products and troubleshoot customer issues.
- Company: Join Autel, a global innovator in automotive diagnostics and energy solutions.
- Benefits: Gain competitive salary, professional development, and work in a collaborative environment.
- Other info: Flexible working hours with opportunities for growth in a dynamic tech environment.
- Why this job: Be part of the EV revolution and help shape the future of energy solutions.
- Qualifications: Technical diploma or equivalent experience in relevant fields; customer service skills are a must.
The predicted salary is between 27000 - 33000 £ per year.
Driven by Intelligence. Powered for the Future.
Autel is a global technology innovator in automotive diagnostics, intelligent mobility, and energy solutions.
Autel Energy provides AC and DC charging products and integrated solutions for a wide range of commercial, fleet, residential, and public charging scenarios.
As our European energy business continues to grow, we are looking for a customer-focused Solution Engineer to help translate complex technical requirements into reliable and commercially relevant charging solutions.
Autel Europe RSC - L1 Technical Support Engineer
The Technical Support Engineer provides first-line technical support for Autel EV charging products and related software or connectivity functions.
As the first technical point of contact within the EU Remote Service Center, the role performs initial technical assessment, standardized troubleshooting, and structured case management to ensure efficient issue resolution and high-quality case information for further investigation when required.
The role is responsible for receiving and documenting technical cases, carrying out initial diagnosis, guiding customers through standard troubleshooting steps, supporting basic commissioning activities, and escalating unresolved issues through the defined support process.
The position helps maintain a consistent customer experience through timely communication, accurate case records, and structured technical information.
- 1. First-Line Customer Support
- Provide first-line technical support to customers, distributors, installers, and authorised service partners via phone, email, ticketing systems, and approved remote support tools.
- Respond to customer enquiries within agreed Service Level Agreement (SLA) response times.
- Receive, validate, and register incoming service tickets, ensuring all required information is complete and accurate.
- Assign the appropriate incident priority (P0-P3) based on business impact and urgency.
- Create structured, accurate, and traceable support case records.
- Guide customers through standard product operation, configuration, connectivity, and troubleshooting procedures.
- Confirm the customer environment, product model, software version, symptoms, and business impact before beginning technical diagnosis.
- 2. Technical Triage
- Classify incidents based on issue type (network, hardware, software, or user operation).
- Assess incident severity and business impact.
- Determine the appropriate initial handling path.
- Decide whether escalation to higher-level technical support is required.
- 3. Standardised Troubleshooting
- Perform troubleshooting strictly in accordance with the approved Troubleshooting Playbook.
- Complete standard verification checks and authorised remote support actions.
- Execute predefined diagnostic procedures to identify potential causes.
- Ensure all troubleshooting steps are completed before progressing to escalation.
No troubleshooting steps may be skipped; all activities must follow established procedures.
- Maintain ownership of customer communication until the case is resolved, transferred, or closed.
- 4. Commissioning and Operational Support
- Provide remote guidance for product installation checks, activation, configuration, and functional verification.
- Support installers and service partners during routine commissioning activities.
- Assist with basic connectivity, network, and platform access verification where applicable.
- Provide on-site support only when authorised and required by the local business.
- 5. Ticket Quality and Case Management
- Ensure all troubleshooting activities are fully documented.
- Record error codes, system logs, diagnostic results, and all actions performed.
- Prepare clear, complete, and well-structured technical information for higher-level support teams.
- Take ownership of ticket quality before escalation.
- 6. Customer Communication and SLA Management
- Provide the initial customer response within the agreed SLA.
- Keep customers informedinwithclearandtimelystatusupdates.
- Guide customers through basic verification and troubleshooting steps when required.
- Confirm issue resolution with customers before case closure.
- Monitor ticket response and resolution timelines.
- Ensure all cases progress in accordance with SLA requirements.
- Escalate cases promptly when SLA compliance is at risk.
- 7. Escalation to L2 Technical Support
- Escalate cases only after all required troubleshooting procedures have been completed.
- Provide a comprehensive diagnostic summary, including findings and actions performed.
- Attach all relevant logs, diagnostic data, screenshots, and supporting evidence.
- Ensure escalated cases contain complete and structured technical information to minimise rework by L2 teams.
- 8. Knowledge Base and Troubleshooting Process Improvement
- Follow and contribute to the continuous improvement of the Troubleshooting Playbook.
- Document recurring issues, common failure patterns, and known solutions.
- Provide structured feedback and improvement recommendations to the L2 support team.
- Support knowledge sharing and continuous optimisation of technical support processes.
Education and Experience
- Bachelor's degree, vocational qualification, technical diploma, or equivalent practical experience in Electrical Engineering, Electronics, Mechatronics, Automation, Energy Systems, Telecommunications, or a related technical discipline.
- 3+ years of experience in technical support, field service, or a similar customer-facing technical environment.
Experience in EV / Io T / telecom is a plus.
Experience with ticket-based systems preferred
- Experience with EV charging, energy products, electrical equipment, power electronics, industrial technology, or connected devices is preferred.
- Experience working with international customers, distributors, installers, or service partners is an advantage.
- Technical Knowledge
- Basic understanding of electrical and electronic systems and safe working principles.
- Ability to read and apply product manuals, technical instructions, wiring information, and troubleshooting procedures.
- Basic understanding of EV charging products and common AC or DC charging scenarios is preferred.
- Basic knowledge of networking and connectivity concepts, such as Ethernet, Wi-Fi, SIM connectivity, IP addressing, or cloud-platform access, is an advantage.
- Ability to interpret alarms, event logs, and charging session records.
- Experience using CRM, ticketing, remote-support, or service-management systems is preferred.
- Basic understanding of incident classification, ticket prioritisation, and structured troubleshooting methodologies is an advantage.
- Core Competencies
- Customer-focused and service-oriented communication.
- Structured troubleshooting and logical problem solving.
- Clear written documentation and attention to detail.
- Reliability, accountability, and timely follow-up.
- Ability to work effectively under SLA-driven environments.
- Languages and Working Model
- English as a working language and other languages as a plus.
- Work during European business hours (e. g. 09:00-18:00 CET).
- Willingness to participate in shift rotations, on-call arrangements, and flexible remote support schedules when required.
- Role Scope and Boundaries
- This is a first-line, customer-facing technical support role and an individual contributor position.
- The role is responsible for first-line technical support, including ticket intake and validation, technical triage, standard troubleshooting, case management, customer communication, basic commissioning support, and structured escalation.
- Complex engineering analysis, product design changes, advanced solution architecture, and R&D ownership remain outside the L1 role scope.
What We Offer
- An opportunity to contribute to the growth of EV charging and smart energy solutions in Europe.
- Structured technical learning and exposure to international products, customers, and teams.
- A collaborative working environment with access to experienced technical specialists.
- Opportunities for professional development within a growing global technology organisation.
- #J-18808-Ljbffr
L1 Technical Support Engineer in London employer: AUTEL Energy - Europe
Autel Energy Europe is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the rapidly evolving EV charging sector. With a strong commitment to employee growth, you will have access to continuous learning opportunities and the chance to work alongside industry experts across various European locations, making a meaningful impact in sustainable energy solutions.
StudySmarter Expert Advice🤫
We think this is how you could land L1 Technical Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AUTEL Energy - Europe. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AUTEL Energy - Europe before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace L1 Technical Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AUTEL Energy - Europe:Your cover letter is your chance to shine! Tell us why you want to work at AUTEL Energy - Europe specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AUTEL Energy - Europe!
How to prepare for a job interview at AUTEL Energy - Europe
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
