Manager, eMSP and OCPI Operations North America

Reports To

Director, Global Partnerships and Roaming Services

What You Will Be Doing

The OCPI & eMSP Operations team is a specialist team within ChargePoint with dedicated expertise relating to our roaming partnerships, integrations, and products. ChargePoint manages one of the largest roaming networks in the world, with over 800,000 ports and hundreds of partners, with the aim of ensuring a seamless and superior experience for all drivers interacting with our services.

This role will play a key role in the expansion of our technical operations team in North America. You will be actively working on cases and tickets, driving them to their resolution, as well as building and managing processes to enable a robust operation of several of our API-based products. Over time, you may build and lead a small team.

•    L2 and L3 technical support, triaging issues raised by partners, drivers, customers and internal stakeholders, and conducting deep analysis of relevant topics, including detailed log         analysis and database queries 
•    System monitoring – receiving system alerts and observing system monitoring, notifying stakeholders of production incidents as relevant 
•    Supporting the creation of, and managing, a production bug / incident ingests and triage process
•    Owning a partner technical support portal, ensuring resolution / timely handoff of issues raised
•    Managing team documentation, including of an internal knowledge center 
•    Working with stakeholders to write up incident root cause analyses 
•    Communicating with partners and customers as needed, both on calls and in email / Jira format
•    Working with our applications engineering, OCPI onboarding, product management, and other stakeholders to configure and update API configurations with partners

What You Will Bring to ChargePoint

•    Experience working in cross-functional teams.
•    The capacity to build expert knowledge of our public charging APIs and the products that depend on them
•    A customer-centric and problem-solving mindset, with a willingness and ability to own problems to their resolution
•    Technical educational background is preferred but not essential
•    Demonstrated ability to work with software tools such as Salesforce, Jira, Confluence, and Excel. Experience with tools such as Snowflake, Tableau, Grafana, Kibana and/or similar   platforms is a plus

Requirements

•    Around 3-5 years of B2B work experience in an engineering, technical support, or other technical role ideally for a SaaS company or within the automotive, energy or Cleantech industry
•    Excellent communication skills in English, both written and spoken (any additional language is a plus, particularly Spanish or French)
•    Good understanding of databases (SQL) and of software systems, including the ability perform detailed queries
•    Affinity for e-mobility and sustainability topics
•    Passion for solving complex problems 
•    Process and analytical mindset
•    Willingness to travel internationally occasionally for workshops with internal stakeholders, partners, or customers (including to Europe)
•    Previous knowledge or experience of interacting open-source API protocols (specifically, but not limited to OCPP or OCPI) is a plus

Location

Detroit, MI or remote, East Coast USA

ChargePoint is committed to fair and equitable compensation practices. The targeted US salary range for roles at this operating level is $77,500 to $117,000. This range represents base salary and does not reflect equity, benefits or variable pay where applicable. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications and specific work location.