Remote Technical Support Specialist

Introduction

The Remote Technical Support Specialist will play a key role in supporting our call center, dealer network, and customers by remotely diagnosing vehicle issues, supporting Over-The-Air (OTA) functions, analyzing telematics data, and coordinating technical escalations with engineering and aftersales teams

.This role combines advanced EV technical knowledge with customer-oriented communication and remote troubleshooting capabilities. This position is based at XPENG Europe Headquarters in Amsterdam and requires full-time onsite presence. Remote or hybrid working arrangements are not applicable for this role

.
Key Responsibiliti

esRemote Technical Suppo

• rtPerform remote diagnosis and troubleshooting of XPENG vehicles using telematics and diagnostic platfor
• msAnalyze vehicle fault data, logs, DTCs, OTA status, and customer-reported sympto
• msSupport customers and dealers wit
• h:OTA updat
• esConnectivity issu
• esCharging concer
• nsADAS/XPILOT aler
• tsInfotainment and app pairing issu
• esVehicle software anomali
• esExecute remote actions where applicab
• leSupport call center agents with technical expertise and escalation handli
• ngProvide clear technical guidance and troubleshooting procedur
• esAssist in reducing unnecessary workshop visits through remote resoluti
• onSupport dealerships with pre-diagnosis and technical guidance before workshop visi
• tsEscalate complex cases to engineering teams when requir
• edCollect and document software bugs, recurring technical concerns, and field quality issu
• esParticipate in root cause investigations and continuous improvement activiti

es
Required Qualificati

onsTechnical Competenc

• iesStrong understanding
• of:Electric vehicle syst
• emsHigh-voltage syst
• emsVehicle diagnost
• icsTelematics and connectiv
• ityADAS syst
• emsOTA software proces
• sesExperience with OEM diagnostic platforms and remote troubleshooting to
• olsAbility to interpret DTCs, logs, and technical d

ataExperie

• nceMinimum 3–5 years experience in automotive technical support, diagnostics, or workshop operati
• onsExperience within EV or connected vehicle environments prefer
• redExperience working with OEM systems and technical case management platforms prefer

redCommunication Ski

• llsStrong customer-oriented mind
• setAbility to explain technical matters clearly to non-technical audien
• cesProfessional communication skills with dealers, call centers, and engineering te
• amsAbility to work in a fast-paced and international environm

ent
Preferred Qualificat

• ionsExperience with remote diagnostics or telematics platf
• ormsMultilingual capabilities are considered a strong advan
• tageExperience with analytics platforms is a