L2 Technical Support Specialist (High End Automotive/EV)

SUMMARY:

A highly skilled and customer-focused Level 2 Technical Support Specialist with hands-on experience in premium automotive brands, particularly in electric vehicle (EV) systems. The ideal candidate will provide advanced technical support to customers and service teams, troubleshoot complex vehicle issues, and ensure a high level of customer satisfaction. Prior experience in a call center or technical support environment is essential.

JOB RESPONSIBILITIES:

• Provide Level 2 technical support for high-end and EV vehicles via phone, email, remote diagnostics tools, remote and video troubleshooting
• Troubleshoot and resolve complex mechanical, electrical, and software-related issues.
• Collaborate with Level 1 support, engineering teams, and dealerships to escalate and resolve issues efficiently.
• Document all support interactions and technical findings in the CRM or ticketing system.
• Assist in developing knowledge base articles and technical documentation.
• Participate in shift work, including evenings, weekends, and holidays as required.
• Maintain up-to-date knowledge of vehicle systems, software updates, and diagnostic tools.
  
  
  

JOB REQUIREMENTS & QUALIFICATIONS:

• Experience with remote diagnostics platforms and OEM diagnostic tools.
• Minimum 3 years of technical support experience in the automotive industry, preferably with premium/EV brands.
• Experience in a call center or customer support environment.
• Experience in managing a small team is a plus.
• Familiarity with CRM systems (e.g., Salesforce, Zendesk).
• Passion for automotive technology and innovation.
• Strong understanding of EV systems, CAN bus diagnostics, and vehicle telematics.
• Excellent problem-solving and analytical skills.
• Strong communication skills in English (additional languages are a plus).
• Ability to work rotational shifts and extended hours when needed.
• Certification or training in automotive diagnostics or EV systems is a plus (e.g., ASE, OEM certifications).
• Decision-making skills.
• Experience in extended warranty.
• Cost management skills.