Technical Support Manager*in (all genders)

Technical Support Manager Benelux (all genders)

Festanstellung, Vollzeit · München, Amsterdam

Your Mission

Customer Relationship Management:

• You act as the primary technical escalation point for our 1st level support team, ensuring timely and accurate resolutions for customers in the CPMS (Charging Point Management System) domain.

• You build and maintain strong relationships with internal stakeholders and external partners to enhance customer satisfaction and trust.

• You provide in-depth technical support for all reev products, ensuring a seamless experience for both Charge Point Operators (CPOs) and internal teams.

Issue Resolution & Service Continuity:

• You troubleshoot complex technical issues by analysing logs, performing system diagnostics, and replicating errors in test environments.

• By collaborating closely with our Dev Teams on critical incidents, you ensure rapid resolution.

• You monitor system health, proactively identify potential risks and resolve issues to maintain service continuity and efficiency.

• You ensure adherence to Service Level Agreements (SLAs), minimising downtime and maximising system reliability.

Collaboration, Process Improvement, and Knowledge Management:

• You partner with our Product Team to deliver valuable insights from customer interactions and support trends, influencing product roadmaps and prioritisation.
• You act as a bridge between customers and technical teams during high-priority incidents to ensure smooth communication and resolution.
• You provide regular performance reports and feedback, highlighting areas for improvement and optimisation opportunities.
• You conduct training sessions and workshops for internal teams to enhance troubleshooting skills and knowledge.
• You contribute to the refinement of support workflows, tools, and documentation to enhance operational effectiveness and efficiency.

What you bring along

• You have at least 2 years of professional experience in Technical Customer Support, ideally in a dynamic and agile startup environment.
• You bring a solid understanding of network technology, the Linux operating system, and strong IT troubleshooting skills.
• You can explain complex technical issues clearly and calmly, even under pressure, to both technical and non-technical audiences.
• You are passionate for innovation and new technologies. Knowledge in e-mobility and software development are a plus.
• You enjoy working both independently and as part of a team and contribute to process improvements and knowledge sharing.
• You are fluent in Dutch and have a very good command of English. German and/or French are a big plus!

What you can expect from us

• Agile teams & active participation: We work in an agile way and develop solutions for our target groups in a cross-team way. Using KPIs, our teams set their own targets, aligned with our strategic company targets.
• Extensive onboarding: As part of our cross-team onboarding, you will gain insights into each of our teams as well as our company culture and values. In addition, all newbies get an onboarding buddy whom they can ask for advice on all matters.
• Growth mindset: We support your individual learning needs, since we believe that learning as well as personal and professional development is key for success.
• Team work makes the dream work: ... that's why we meet regularly for joint team events, as well as once a year for a team retreat.
• Work-Life-Integration: We have 28 days of holiday per year as well as further days off between Christmas and New Year. In addition, we offer you a hybrid work set up to have the best possible work-life-balance.
• Sustainable transportation and corporate fitness: We subsidise public transport tickets or a JobRad membership. Alternatively, you can choose to go for an EGYM Wellpass membership.
• Because mental health matters: You’ll have access to the platform nilo.health and the opportunity to participate in six free and individual sessions per year with a psychologist or business coach.
• Small and large benefits: Through our cooperations with FutureBens as well as Corporate Benefits, you can choose from a large number of offers and discounts with sustainable and well-known brands.

About us

We believe in mobility without emissions, working in harmony with both people and the environment. For this reason, we are creating technology to enable everyone to set up and operate their own charging infrastructure on a decentralised basis. With our bespoke charging platform, we make a significant contribution to building a global charging network.

Our team is based on an open, diverse culture in which everyone is responsible for their own work. With us, you will have the space to realise your own ideas and to grow as an individual. The desire to change something drives every one of us. Become a part of our team and be inspired by our vision.

We believe that diversity of all kinds enriches our teams and a diverse work environment fosters innovation. Our focus is on your ideas and how your uniqueness will help shape our vision. We therefore welcome every single application - regardless of gender, gender identity, age, sexual orientation, religion, political opinion, economic or social status, language, marital status, appearance, a disability or (chronic) illness, etc. And since we are not free of biases ourselves, we encourage you to send your application without a photo or date of birth.