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Technical Support Lead - Charge

BETA Technologies

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IT, Customer Service

South Burlington, VT, USA

Posted 6+ months ago

At BETA Technologies, we apply our intellectual curiosity, passion for aviation, and commitment to sustainability toward a shared mission of revolutionizing electric aviation. Regardless of the position one holds, each team member brings their talent and desire to positively impact the environment and lives of others in a refreshing, vibrant, and inclusive culture.

We are seeking a highly skilled and motivated Technical Support Lead to join our team focusing on electric aircraft charging infrastructure. As the Technical Support Lead you will play a pivotal role in ensuring the highest availability and reliability of our charging infrastructure by ensuring our customers receive fast and efficient service to resolve any issues they encounter. Your expertise and leadership will be crucial in delivering exceptional technical support and maintaining customer satisfaction.

How you will contribute to revolutionizing electric aviation:

Customer Support: You will act as the primary point of contact for escalated technical support issues. You will provide prompt and effective troubleshooting, problem-solving, and resolution of customer inquiries and concerns.
Technical Expertise: You have the ability to develop a deep understanding of our charging infrastructure including hardware, software, and networking components.
Incident Management: You will oversee the handling of support tickets, ensuring timely resolution, accurate logging, tracking, escalation, and resolution of issues. This includes prioritizing and managing multiple cases simultaneously.
Knowledge Base Development: As part of the team you will develop and maintain a comprehensive knowledge base to enable efficient troubleshooting and issue resolution by the technical support team.
Collaboration: There will be close collaboration between cross-functional teams including, engineering, product management, manufacturing, sales, and quality to gather insights, identify recurring issues and drive continuous improvement.

Minimum Qualifications We are seeking:

Associate's degree/Tech School Certificate, with +3 years experience; or +5 years of experience in a related field working as a technical support specialist, factory test, or field service technician.
Willingness to travel 25% of the time.
Proven experience in providing technical support in EV charging, solar, energy storage, backup power, or similar industries.
Excellent problem-solving and troubleshooting abilities with a focus on prompt issue resolution.
Proficiency in using customer support tools and ticketing systems.
Outstanding communication skills, both written and verbal, with the ability to explain technical concepts to customers and team members who have varying levels of technical knowledge.
The ability to operate with empathy, professionalism, and a high sense of urgency to resolve issues.
Proficiency with electrical test equipment such as digital multimeters, oscilloscopes, and data-loggers.

Above and Beyond Qualifications that will distinguish you:

Bachelor’s Degree in Engineering, physics, or related technical subject area.
+10 years of experience working in a technical support or field service environment for a power electronics manufacturer.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes, airborne particles, toxic, or caustic chemicals, risk of electrical shock, and explosives. The noise level in the work environment is usually moderate, however, in some instances, this job may require work in areas where ear protection is necessary.

Inclusivity Statement

Each of our backgrounds influences how we evaluate our own abilities. Research reveals that BIPOC, LGBTQ+, women, those from working-class backgrounds, individuals with disabilities, and other marginalized groups may hesitate to apply for roles if they don't meet all the requirements. Many skills can be learned on the job. If you can envision contributing value to our community and meet most criteria, we encourage you to apply.

BETA Technologies provides equal employment opportunity to all individuals regardless of their race, color, religion, age, sex, sexual orientation, gender identity, national origin, ancestry, place of birth, citizenship, disability, veteran or military status, health coverage status, HIV status, genetic information, crime victim status, pregnancy or a pregnancy-related condition or any other characteristic protected by state, federal, or local law. The company does not discriminate, and will not discriminate, and will not tolerate discrimination, based on any of these characteristics during the application process or in employment.

All offers of employment at BETA Technologies are contingent upon favorable results of a thorough background check.

BETA Technologies is an E-Verify employer.