Technical Support Engineer - Field Services
Technical Support Engineer - Field Services
Electrify America is committed to revolutionizing the way people charge. As the country's largest open DC fast charging network, Electrify America is actively contributing to electrifying mobility today and building a more sustainable future.
At Electrify America, we value innovation, collaboration, and a commitment to sustainability. We strive to establish a diverse and inclusive workplace where employees can develop personally and professionally. As a team member at this rapidly growing company, you can work on state-of-the-art technology and join a team making a significant impact in the world. If you're interested in joining a dynamic, innovative company, Electrify America is a place where you can learn, grow, and make a difference!
Short Description
This position is Fully On-site in Asburn, VA.
Brief Role Description
The Technical Support Engineer plays a key role in coordinating field service scopes of work, driving diagnostic accuracy, service delivery standardization, and training and certification requirements for new employees, internal teams, and field technicians. The role provides advanced field service technical support for Electric Vehicle (EV) charging equipment including dispensers, power cabinets, charging cables and connectors, controls, communications, and associated electrical equipment, partnering directly with Electrify America engineering, quality operations, Network Operations Center (NOC), field service personnel, and external service vendors to diagnose field failures and develop corrective service actions.
The role serves as a technical liaison between Electrify America and its equipment manufacturers, ensuring OEM troubleshooting procedures, field service requirements, service bulletins, service-relevant diagnostic codes, known maintenance issues, and corrective field actions are understood and effectively implemented across all field service and maintenance operations. The Technical Support Engineer performs deep service technical investigations, reviews field findings and diagnostic data, and translates manufacturer guidance into clear, actionable direction for internal and external teams. They are also responsible for establishing clear financial guidelines for related internal and external service partners, while improving cost predictability for warranty reconciliation and budget planning.
In addition, the Technical Support Engineer serves as a training and certification coordinator, leading the evolution of Electrify America’s service training programs. Other responsibilities include acting as expert on new equipment validation, providing insight to other internal stakeholders on installation and service-related questions and supporting the Power Restoration Team (PRT) and other operational escalations when manufacturer equipment expertise is required, while maintaining applicable safety, documentation, and technical standards.
Possible Tasks within this Role
Manufacturer Equipment Technical Support (35%)
- Serve as a primary service and maintenance technical liaison between Electrify America it’s equipment manufacturers for charger, dispenser, power cabinet, cable/connector, controls, communications, and related field service issues.
- Review and communicate manufacturer service bulletins, technical advisories, firmware/hardware updates, known issues, and approved repair procedures.
- Partner with manufacturer and internal and external service teams to validate troubleshooting steps, repair requirements, equipment limitations, and field corrective actions.
- Maintain visibility into manufacturer-specific issues and ensure relevant information is communicated to NOC, engineering, field service teams, vendors, commissioning, and Power Restoration Team.
Equipment Troubleshooting & Failure Diagnostics Support (25%)
- • Identify trends in equipment performance data and field findings in collaboration with the quality team to drive efficient corrective actions and resolution criteria.
- • Provide equipment-specific technical expertise to support quality-led root cause investigations of equipment failures and coordinate with manufacturers when additional technical analysis is required.
- • Ensure error codes are directly actionable with clear, concise and accurate service delivery instructions, including correct parts and tools required for service delivery success.
- Validate technical scopes of work and ensure appropriate change management processes are implement to document changes in repair strategies before field deployment.
Field Technical Support & Escalation (20%)
- Provide advanced remote and on-site technical support for complex equipment issues that cannot be resolved through standard troubleshooting procedures.
- Support PRT, NOC, commissioning, and corrective-maintenance escalations when manufacturer equipment expertise is required.
- Determine the appropriate technical resource for escalation, including manufacturer support, Engineering, specialized vendors, or qualified field service personnel.
- Review field service reports, diagnostic results, photos, and supporting documentation for technical completeness.
- Support safe equipment isolation, repair, testing, and return-to-service activities in accordance with approved manufacturer and company safety procedures.
Technical Documentation, Training & Knowledge Management (10%)
- Develop and maintain manufacturer-specific troubleshooting guides, known-issue documentation, repair guidance, escalation paths, and lessons learned.
- Convert manufacturer technical information into practical field and NOC guidance that supports consistent troubleshooting and first-time resolution.
- Support technical training and knowledge-transfer sessions for field service engineers, NOC personnel, service vendors, and other operational teams.
- Ensure internal systems and technical records reflect current approved manufacturer information and corrective actions.
Warranty, Parts & Corrective Action Coordination (10%)
- Partner with manufacturers and supply chain teams to identify required components, approved substitutions, repair kits, and material availability for equipment-related corrective work.
- Support manufacturer campaigns, field modifications, hardware/firmware corrective actions, and recurring-failure remediation programs.
- Provide technical input on vendor quotes and scopes when manufacturer-specific repair requirements affect labor, parts, tooling, or field execution.
Qualification requirements
Years of Relevant Experience:
- 5+ years of relevant experience
Education - Required:
- Bachelor’s Degree in Electrical Engineering or related discipline
Education - Desired:
- BSEE+ Master Electrician \ Journeyman License with equivalent relevant experience
Skills:
- Working knowledge of EV fast-charging equipment or related high-power electrical infrastructure
- Technical troubleshooting and field repair experience including effective technical communication capabilities
- Experience supporting a geographically dispersed and decentralized field service team
- Experience troubleshooting multi-manufacturer equipment using alarms, error codes, logs, diagnostic tools, electrical test results, and manufacturer service documentation.
- Ability to interpret manufacturer manuals, wiring diagrams, service bulletins, technical specifications, firmware/hardware requirements, and approved repair procedures.
- Working knowledge of electrical theory, single-line diagrams (SLDs), electrical testing, safe work practices, and equipment isolation requirements.
Specialized Skills - Desired:
- Lockout/Tagout knowledge in accordance with OSHA 29 CFR 1910.147; NFPA 70E compliance; and applicable NEC requirements Prior experience supporting DC fast-charging equipment manufacturers or multi-OEM EV charging networks.
- OSHA 30 and NFPA 70E in good standing.
- Experience with manufacturer warranty processes, failure analysis, firmware/hardware campaigns, and field corrective actions.
Work Flexibility
- Role is on-site based at Electrify America’s Technology Campus in Ashburn, Virginia
- Ability and willingness to travel approximately ~20% of the time is required.
**Must be available to work outside of normal business hours when necessary to support business operations, address urgent matters,
Electrify America, LLC is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
This role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security.
This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing.
Electrify America endeavors to make www.electrifyamerica.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at careers@electrifyamerica.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Salary range is dependent on factors such as geographical differentials, industry-based experience, skills, training, credentials, and other qualifications.
In the state of Virginia, the salary range is $91,700 – $128,400.
#LI-MB1
Ashburn, VA, US, 20147
Technical Support Engineer - Field Services
Electrify America is committed to revolutionizing the way people charge. As the country's largest open DC fast charging network, Electrify America is actively contributing to electrifying mobility today and building a more sustainable future.
At Electrify America, we value innovation, collaboration, and a commitment to sustainability. We strive to establish a diverse and inclusive workplace where employees can develop personally and professionally. As a team member at this rapidly growing company, you can work on state-of-the-art technology and join a team making a significant impact in the world. If you're interested in joining a dynamic, innovative company, Electrify America is a place where you can learn, grow, and make a difference!
Short Description
This position is Fully On-site in Asburn, VA.
Brief Role Description
The Technical Support Engineer plays a key role in coordinating field service scopes of work, driving diagnostic accuracy, service delivery standardization, and training and certification requirements for new employees, internal teams, and field technicians. The role provides advanced field service technical support for Electric Vehicle (EV) charging equipment including dispensers, power cabinets, charging cables and connectors, controls, communications, and associated electrical equipment, partnering directly with Electrify America engineering, quality operations, Network Operations Center (NOC), field service personnel, and external service vendors to diagnose field failures and develop corrective service actions.
The role serves as a technical liaison between Electrify America and its equipment manufacturers, ensuring OEM troubleshooting procedures, field service requirements, service bulletins, service-relevant diagnostic codes, known maintenance issues, and corrective field actions are understood and effectively implemented across all field service and maintenance operations. The Technical Support Engineer performs deep service technical investigations, reviews field findings and diagnostic data, and translates manufacturer guidance into clear, actionable direction for internal and external teams. They are also responsible for establishing clear financial guidelines for related internal and external service partners, while improving cost predictability for warranty reconciliation and budget planning.
In addition, the Technical Support Engineer serves as a training and certification coordinator, leading the evolution of Electrify America’s service training programs. Other responsibilities include acting as expert on new equipment validation, providing insight to other internal stakeholders on installation and service-related questions and supporting the Power Restoration Team (PRT) and other operational escalations when manufacturer equipment expertise is required, while maintaining applicable safety, documentation, and technical standards.
Possible Tasks within this Role
Manufacturer Equipment Technical Support (35%)
- Serve as a primary service and maintenance technical liaison between Electrify America it’s equipment manufacturers for charger, dispenser, power cabinet, cable/connector, controls, communications, and related field service issues.
- Review and communicate manufacturer service bulletins, technical advisories, firmware/hardware updates, known issues, and approved repair procedures.
- Partner with manufacturer and internal and external service teams to validate troubleshooting steps, repair requirements, equipment limitations, and field corrective actions.
- Maintain visibility into manufacturer-specific issues and ensure relevant information is communicated to NOC, engineering, field service teams, vendors, commissioning, and Power Restoration Team.
Equipment Troubleshooting & Failure Diagnostics Support (25%)
- • Identify trends in equipment performance data and field findings in collaboration with the quality team to drive efficient corrective actions and resolution criteria.
- • Provide equipment-specific technical expertise to support quality-led root cause investigations of equipment failures and coordinate with manufacturers when additional technical analysis is required.
- • Ensure error codes are directly actionable with clear, concise and accurate service delivery instructions, including correct parts and tools required for service delivery success.
- Validate technical scopes of work and ensure appropriate change management processes are implement to document changes in repair strategies before field deployment.
Field Technical Support & Escalation (20%)
- Provide advanced remote and on-site technical support for complex equipment issues that cannot be resolved through standard troubleshooting procedures.
- Support PRT, NOC, commissioning, and corrective-maintenance escalations when manufacturer equipment expertise is required.
- Determine the appropriate technical resource for escalation, including manufacturer support, Engineering, specialized vendors, or qualified field service personnel.
- Review field service reports, diagnostic results, photos, and supporting documentation for technical completeness.
- Support safe equipment isolation, repair, testing, and return-to-service activities in accordance with approved manufacturer and company safety procedures.
Technical Documentation, Training & Knowledge Management (10%)
- Develop and maintain manufacturer-specific troubleshooting guides, known-issue documentation, repair guidance, escalation paths, and lessons learned.
- Convert manufacturer technical information into practical field and NOC guidance that supports consistent troubleshooting and first-time resolution.
- Support technical training and knowledge-transfer sessions for field service engineers, NOC personnel, service vendors, and other operational teams.
- Ensure internal systems and technical records reflect current approved manufacturer information and corrective actions.
Warranty, Parts & Corrective Action Coordination (10%)
- Partner with manufacturers and supply chain teams to identify required components, approved substitutions, repair kits, and material availability for equipment-related corrective work.
- Support manufacturer campaigns, field modifications, hardware/firmware corrective actions, and recurring-failure remediation programs.
- Provide technical input on vendor quotes and scopes when manufacturer-specific repair requirements affect labor, parts, tooling, or field execution.
Qualification requirements
Years of Relevant Experience:
- 5+ years of relevant experience
Education - Required:
- Bachelor’s Degree in Electrical Engineering or related discipline
Education - Desired:
- BSEE+ Master Electrician \ Journeyman License with equivalent relevant experience
Skills:
- Working knowledge of EV fast-charging equipment or related high-power electrical infrastructure
- Technical troubleshooting and field repair experience including effective technical communication capabilities
- Experience supporting a geographically dispersed and decentralized field service team
- Experience troubleshooting multi-manufacturer equipment using alarms, error codes, logs, diagnostic tools, electrical test results, and manufacturer service documentation.
- Ability to interpret manufacturer manuals, wiring diagrams, service bulletins, technical specifications, firmware/hardware requirements, and approved repair procedures.
- Working knowledge of electrical theory, single-line diagrams (SLDs), electrical testing, safe work practices, and equipment isolation requirements.
Specialized Skills - Desired:
- Lockout/Tagout knowledge in accordance with OSHA 29 CFR 1910.147; NFPA 70E compliance; and applicable NEC requirements Prior experience supporting DC fast-charging equipment manufacturers or multi-OEM EV charging networks.
- OSHA 30 and NFPA 70E in good standing.
- Experience with manufacturer warranty processes, failure analysis, firmware/hardware campaigns, and field corrective actions.
Work Flexibility
- Role is on-site based at Electrify America’s Technology Campus in Ashburn, Virginia
- Ability and willingness to travel approximately ~20% of the time is required.
**Must be available to work outside of normal business hours when necessary to support business operations, address urgent matters,
Electrify America, LLC is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
This role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security.
This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing.
Electrify America endeavors to make www.electrifyamerica.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at careers@electrifyamerica.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Salary range is dependent on factors such as geographical differentials, industry-based experience, skills, training, credentials, and other qualifications.
In the state of Virginia, the salary range is $91,700 – $128,400.
#LI-MB1
Ashburn, VA, US, 20147
Nearest Major Market: Washington DC