L1 Technical Support Engineer

Full-time

AUTEL Energy - Europe

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 L1 Technical Support Engineer to support our growing operations in Europe.

Position Overview:

The L1 Technical Support Engineer is the first point of contact and technical triage layer within the EU Remote Service Center.

This role is responsible for:

Structured ticket intake and validation
Standardized troubleshooting execution
Incident classification and prioritization
Ensuring high-quality information before escalation

Key Responsibilities:

Receive, validate, and prioritize service tickets
Perform first-line technical troubleshooting using standard playbooks
Classify issues and decide on the appropriate handling or escalation path
Record troubleshooting steps, error codes, logs, and actions clearly in the ticketing system
Communicate with customers on issue status, basic checks, and resolution updates
Monitor ticket progress and escalate when SLA is at risk
Contribute to knowledge base and troubleshooting process improvements
L1 is responsible for ticket quality before escalation

Requirements:

1–3 years of experience in technical support or a service environment
Basic knowledge of networking (IP, router, SIM)
Ability to follow structured troubleshooting processes
Strong communication skills and customer-oriented mindset
Experience with ticketing systems and remote diagnostic tools is preferred
Experience in EV, IoT, or telecom is a plus
Understanding of EV charging systems is preferred

Working Model:

EU business hours (e.g., 08:00–18:00 CET)
Shift-based remote support
Participation in rotation (remote / flex pool)

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: The Hague, Netherlands

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 View email address on ev.careers

Please mention L1 Technical Support Engineer – NL in the email subject.

Apply

Vacancy posted 7 days ago

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