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.
Vacancy posted 29 days ago
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