Technical Support Specialist II

Role Details Type of Support: Omnichannel (Email, chat, phone) Position type and schedule: Full-time. To be determined Training Schedule: To be determined Work type and Location: Hybrid - mostly work from home The Role We are looking for a Technical Support Specialist II with at least two years of experience in technical support, customer support, or IT troubleshooting. In this role, you will provide assistance to customers and business partners using our cloud-based EV (electric vehicle) charging platform. You will help diagnose and resolve technical issues related to EV charging stations, network connectivity, and software integrations. Your work will play a critical role in ensuring a seamless charging experience for vehicle drivers and businesses. What you’ll do:

• Provide technical assistance to customers via email, chat, and phone, troubleshooting EV charging station hardware, software, and connectivity issues.
• Diagnose, document, and resolve technical problems, escalating complex issues to engineering or field support teams as needed.
• Guide users through remote troubleshooting steps and provide clear, concise solutions.
• Monitor charging station performance using cloud-based tools and proactively address potential issues.
• Collaborate with cross-functional teams, including engineering, product, and operations, to enhance platform reliability.
• Assist businesses with API integrations and ensure smooth connectivity with third-party systems.
• Maintain up-to-date knowledge of product updates, new features, and industry trends.
• Contribute to technical documentation, FAQs, and self-service support materials.

What we expect from you:

• At least 2 years of experience in technical support, IT helpdesk, or a related field.
• Strong troubleshooting skills in hardware, software, and network connectivity.
• Experience with cloud-based platforms, API integrations, and remote diagnostics tools.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to analyze logs, identify patterns, and escalate issues effectively.
• Familiarity with IoT devices, EV charging networks, or SaaS platforms is a plus.
• Strong organizational skills and the ability to work in a fast-paced, tech-driven environment.
• Willingness to work flexible hours, including weekends or holidays if required.

  What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist 
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.  We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.