Diagnostics Engineer (Technical Support) in London

Location: Yate, South Gloucestershire (On-site, 5 days per week)

Salary: Competitive

The Opportunity

Our client is building its Technical Support function from the ground up and this role sits at its technical core. Field service is going to be handled by an outsourced partner; the value this role adds is in accurately diagnosing what's actually wrong before anyone is dispatched. That means working directly with CAN bus data, capturing traces, decoding messages using Vector tools and translating raw signal data into a clear technical brief that our engineers can act on immediately.

Key Responsibilities

• Capture and interpret CAN bus traffic from the Charge Qube and associated hardware using Vector tools (CANoe, CANalyzer, or equivalent), identifying fault signatures and root causes at the message/signal level.
• Decode CAN messages against DBC files/signal definitions and translate findings into structured, actionable reports for engineering teams.
• Act as first point of escalation for inbound technical support queries, distinguishing genuine hardware/software faults from user error or configuration issues.
• Determine whether an issue can be resolved remotely (via guidance or configuration) or requires field service deployment, based on diagnostic evidence rather than guesswork.
• Liaise with the outsourced field service partner to coordinate site visits armed with a clear technical brief, reducing repeat visits and diagnosis time.
• Build and maintain customer relationships, keeping communication proactive and solution-focused.
• Work with the Head of Aftersales to design help desk processes, workflows, and escalation procedures.
• Build a knowledge base of common CAN fault signatures and resolution paths to support consistent diagnosis across the team as it grows.
• Track and report on support metrics and recurring fault patterns, feeding diagnostic insight back into product and engineering teams.
• Play a key role in shaping the team structure as the function grows, potentially taking on line management responsibilities in due course.

Skills & Experience

• Hands-on experience with Vector tools (CANoe, CANalyzer, or similar) is essential; this is the core technical requirement, not a nice to have.
• Strong working knowledge of CAN protocol, message decoding, and DBC files, ideally gained in automotive, EV charging, power electronics, or similar electro-mechanical systems.
• A minimum of 3-5 years' experience in a hardware focused technical support, diagnostics, or test/validation role.
• A working appreciation of software systems and connectivity sufficient to understand integrated hardware/software products.
• Excellent interpersonal and communication skills, comfortable translating technical findings for both engineers and customers across all levels, from site technicians to senior stakeholders.
• A proactive, ownership-driven mindset with the confidence to make diagnostic calls in ambiguous situations.
• Experience contributing to or building new processes and functions, rather than simply operating within established ones.
• Strong organisational skills and the ability to manage multiple cases simultaneously without dropping the ball on customer experience.

Desirable (Not Essential)

• Background in EV charging, energy storage, or clean energy technology.
• Experience with DBC file authoring or CAN network design.
• Familiarity with CRM or ticketing platforms (e.g. Zendesk, Salesforce, HubSpot Service Hub).
• Experience working with or managing outsourced field service or logistics partners.
• Previous experience in a team lead, senior technician, or mentoring capacity.