Support Engineer (EV Charging)

Overview At Evnex, we design, build, and install smart electric vehicle charging systems. Our New Zealand-built chargers and software ensure vehicles are charged efficiently, affordably, and with the lowest-possible impact on both the electricity grid and environment. Electric vehicles in New Zealand and Australia are picking up speed and we are entering a new phase of growth – we’d love you to be a part of it! We’re a friendly supportive team who enjoy coming to work, and we provide opportunities for our people to grow. We’re highly cross-functional and work across business development & strategy, mechanical design, electronics, firmware, mobile, and web design. As Evnex’s Support Engineer, you’ll own the technical issues that frontline support can’t resolve with existing tools, diving deep into hardware, firmware, connectivity and energy-system problems to find the root cause and see it through to a fix. You’ll work closely with our product and engineering teams to adjust setups and improve the product itself, and you’ll build your own diagnostic and resolution tools, including with AI, to make hard problems easier, then share them so the whole support team gets better. For this role you’ll need to be genuinely technical and curious, and equally comfortable talking with customers and digging through logs. Key responsibilities and skills: Act as the escalation point for complex technical issues that frontline support can’t resolve with existing tools, taking ownership of each case from deep diagnosis through to resolution. Investigate root causes across hardware, firmware, connectivity, metering and EV, solar and battery interoperability, reproducing and isolating faults from telemetry, logs and customer data. Work hand in hand with our product and engineering teams to solve complex charging problems, including site and device configuration changes, plus recommending firmware adjustments and product changes for issues that existing tooling can’t solve. Build your own diagnostic and resolution tools for recurring or high-effort issues, using AI to accelerate their development, and share them with the support team to lift the whole team’s capability. Turn patterns in support cases into clear, evidence-based product feedback, advocating for changes that remove the root cause and reduce ticket volume at the source. Document diagnoses, fixes and tooling, and build work instructions and knowledge-base material so frontline support can resolve similar issues independently in future. Coach and upskill frontline support specialists on technical troubleshooting and on the tools you build. Record customer engagements and case notes accurately in our customer service software (HubSpot). Provide escalation and after-hours support on a roster basis. Contribute positively to the team culture and embrace the company core values by demonstrating authenticity, fun, excellent customer service and an aptitude for growth. Participate and engage in an active health and safety culture. What we\'re looking for: A motivated ‘people person’ who can bring energy to the role and delight customers with a desire to help and willingness to go the extra mile. You’ll have a high level of initiative and be happy to support with after-hours support rosters that are shared amongst the team. You may be a good fit if you can demonstrate the following: Several years’ experience in a technical support, field service, application engineering or similar hands-on technical role, ideally with connected hardware and software products. Strong hands-on troubleshooting ability across hardware, firmware and software, and networking or connectivity, including comfort reading logs and telemetry to isolate a fault. Demonstrated ability to build your own tools or scripts to solve problems (for example in Python or a similar language), and a working fluency with AI tools to accelerate that work. Confident working directly with engineering teams, including writing up clear, reproducible issue reports backed by evidence. Excellent written and verbal communication, with the ability to translate between customers, frontline support and engineering. A genuine interest in EV charging and home energy systems, and the ability to build deep domain knowledge. A willing, “can do” attitude and a drive to get stuck into hard problems wherever you’re needed. Why work at Evnex? Work in a dynamic, open-plan office where our product is designed and manufactured. We have a supportive culture that includes an employee assistance program and a living wage. Free EV charging at work! Join a values-based organisation (check them out here: check them out here: [content removed]). If you have proven technical support or customer-facing experience and meet the majority of the above requirements, please get in touch! You must also have a permanent right to work in New Zealand. We cannot promise to respond to applicants who do not meet these criteria. #J-18808-Ljbffr