L2 Engineer

 
Electriphi was founded in 2018 and is headquartered in Palo Alto California. The company provides software solutions with the singular focus of enabling the transition to zero-emission vehicles across heavy, medium, and light-duty fleets in public as well as private segments.
 
Electriphi was acquired in June of 2021 by Ford Motor Company and now operates as a wholly owned subsidiary responsible for defining the Go to Market for Ford Pro as it relates to charging. The newly formed Ford Pro Charging is a business unit within Ford Pro that delivers End-to-End solutions for our commercial customers. This includes software, hardware, and the necessary services to design, build and operate commercial charging for Ford and Non-Ford customers alike (along with the things that make Ford great like vehicles, telematics, and financing!).
 
At Ford Pro Charging we are committed to creating an employee experience that provides interesting and challenging problems to work on in a supportive environment. Our leadership team is passionate about providing opportunities for people to learn and grow, and our entire company is committed to being better every day. 4.7 stars on Glassdoor and 100% of our staff saying they would recommend us to a friend goes to show we are in for the long haul.



Job Description & Qualifications
Electriphi Inc. fully owned subsidiary of FORD develops EV fleet and energy management solutions that save energy costs, increase reliability, and simplify the transition to electric vehicle fleets. Based in San Francisco, CA our product is deployed with various public and private battery-electric and hybrid fleets.


What you will be able to do:
Work with the Level 1 customer support team in diagnosing customer charger hardware and software issues.
Escalate to Level 3 engineering or Hardware OEMs as necessary while ensuring appropriate follow-up SLAs are met.
Log bugs in Jira and follow up/escalate as required.
Work within customer SLAs to ensure timely responses and solutions are presented and updated.
Collaborate with other distributed teams of developers and QA to ensure world-class customer service is consistently delivered.
Reproduce issues in-house with the aim to develop workarounds and solutions.
Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, etc.
Provides information by collecting, analyzing, and summarizing development and service issues.
Analyze and improve application performance, reliability, availability, and scalability.
Documenting and improving SOPs and resource tool management within our SharePoint
 
The minimum requirements we seek:
Excellent communication, analytical, troubleshooting and problem-solving skills
Experience using help desk software, remote support tools and CRM software (Microsoft Dynamics, Salesforce)
Strong attention to detail and multi-tasking abilities
Teamwork, collaboration and critical thinking skills
Hands-on experience with developer basic tools such as IDE’s, debuggers, bug tracking systems, and the use of automation tools
2+ years of experience in engineering and / or technical support
Experience or strong passion for executing in an agile methodology environment.
Strong organizational and prioritization skills and a demonstrated ability to work in a remote work environment.
 
Our preferred requirements:
High emotional IQ: Understand customers’ emotions and concerns about our product as much as you understand the concerns of the sales team on how to sell that product, or the support team on how to support it, or the engineering team on how to build it.
Start-up nerve: Have the temperament to weather through the ups and downs of a fast-paced startup, always balancing predictability and adaptability.
Customer empathy: Establish strong rapport with customers and partners to decipher their needs and emotions to astutely tease out the pain points that the product or feature will address.