Customer Support Engineer


This position reports directly to the Customer Support Manager Europe at Tritium BV and is based in Amsterdam, The Netherlands.

Operating as a key member of Tritium’s European team, the Customer Support Engineer will be responsible for all pre- and post-sale technical support. This role is solutions, integration and services oriented focusing on finding solutions for their customers, over their best customer experience on owning Tritium EV charging.


Key responsibilities for this role include, but are not limited to:

  • Provision of the technical support and guidance on all Tritium Products to customers globally through phone and online systems in a timely manner
  • Maintain relationships with clients by providing support, information, guidance and reporting on pos-service
  • Comply with all necessary safety procedures, as reflected in Tritium Policies and Procedures
  • Work within ISO9001 equivalent quality Standards, and any other local regulation or company regulation
  • Secure the remote supervision, monitoring, assistance, operational performance and fast resolution of Tritium charger’s networks under Tritium support and supervision
  • Participate and innovate the best practices and processes on the Customer journey from the integration, acquisition, installation, commissioning and operational lifetime of his ownership of the Tritium solutions
  • Identify product improvements and process improvements and report / communicate those through the internal process, keeping the supervision of their improvement until the equipment implementation
  • Perform in-house or on-site repairs onto the products
  • Reporting and assisting in creating technical documents
  • Provide and receive training and support to the broader Customer Support team, End of Line Testing, Repairs and Engineering when needed
  • Generate high quality reports and other documentation outputs from your work, on the field and outside the field, using the defined systems
  • Maintain the relationships with external service partners, by guiding and monitoring them throughout their interventions on Tritium products, with the auditing of their services and reports to secure the upmost quality and accuracy of their services and reports
  • Work in alignment with subsequent scheduling provided on a weekly basis
  • Participate the development of software for new applications and product enhancements
  • Work with engineering to define software requirements and take the lead on operational and technical projects
  • Reviewing and debugging code
  • Perform integration, validation and verification testing, by collaborating with internal teams and vendors to integrate, debug, fix and improve products, documenting development phases and monitor systems
  • Ensure software is up to date with latest technologies
  • Be part of the team and understand the complex electronics/software projects being developed ranging from the design of the system, Systems testing, Product Documentation, Manufacturing Documentation, Design reviews and Customers feedback
  • Support the sales team with providing technical insights in communication with the Customer Support Manager

Qualifications and Accountability

  • Degree in Electrical Engineering, Computer Science or relevant field experience
  • Mid- to high-level experience in working with Linux environments
  • Good experience with general electronics design and familiarity with processor-controlled devices
  • Experience working with LV mains to 400VAC and DC systems up to 1000V
  • Affinity working with PCBs/ESD sensitive equipment
  • Understanding of OCPP protocol, integration and debugging
  • Excellent time management skills, especially while on site
  • Excellent diagnosing, problem definition, problem-solving, troubleshooting, and communication skills
  • Ability to provide step-by-step technical help, both written and verbal, using remote desktop applications and help desk software as needed.
  • Flexibility for travelling (including driving) within Europe as required to provide on-site installation coordination, test & commissioning’s and technical support, with short reaction time

Environmental, Health & Safety requirements

In the interest of personal safety, all employees have an obligation to:

  • Comply with all safe work practices, rules, procedures and instructions with the intent of avoiding injury to themselves and others, damage to plant or equipment and environmental pollution
  • Take reasonable care for the health and safety of themselves and others
  • Wear personal protective equipment and clothing where required
  • Comply with any reasonable direction given by Management for environmental, health and safety
  • Not misuse or interfere with any environmental or health and safety equipment provided
  • Report all near misses, accidents and incidents on the job immediately
  • Report all known or observed hazards to their Supervisor or Manager immediately

To apply for this job email your details to careers@tritium.com.au