Technical Customer Support L2

Present in 96 countries, we are dedicated to changing the way the world uses energy through advanced electric vehicle charging and energy management systems. We have the headquarters in Barcelona and manufacturing facilities in Spain (Barcelona), and the US (Arlington, Texas). We are rapidly becoming a leading company in the market.

In 2021, we were listed on the New York Stock Exchange (NYSE WBX), allowing us to garner acclaim and win prestigious design awards (the IF Design, Good Design, and RedDot Awards).

In 2022, we acquired ARES (an assembly electronics company) and COIL (Installers of turnkey EV charging solutions). One year later, in 2023, we acquired ABL, the leading German EV charger manufacturer, which has allowed us to have a stronger presence in Europe.

Get in charge with Wallbox

The role

The Service engineer core task is to support the L1 Service level with technical knowledge, report bugs and direct contact with key account partners.

You will

• Responsible for handling complex technical issues escalated from Level 1 (L1) agents or chatbots.
• Share best practices and coach the team
• Provide guidance to L1 agents to ensure efficient and consistent case resolution.
• Identify documentation and knowledge gaps in the Knowledge Base and propose updates to improve troubleshooting flow.
• Collaborate with Engineering and Product teams to escalate recurring or unidentified issues, providing structured documentation and technical details.
• Support the definition of standard troubleshooting procedures and contribute to training materials.
• Constant improvement and maintaining of the internal system
• Identify locks that require follow-up or investigation
• Develop interdepartmental communication ways
• Ensure the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support
• Direct the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer-focused support culture, and improving the accountability of delivering effective and efficient services
• Product and process training, support with L1 onboarding
• Support key account partners on a daily basis
• Communicate proactively with the Technical Documentation team to improve customer-facing content and usability guides.
• Participate in testing and validation of new firmware releases to assess stability and potential field impact.

Requirements

• Embedded systems knowledge. Able to connect remotely to them and get the system locks
• Analytic vision
• Ticketing and reporting systems knowledge, Salesforce, Jira,...
• Incident Management
• Excellent interpersonal skills
• Good practice management for quality of service delivery
• Availability to travel based on business needs
• Experience dealing with clients
• Fluent Italian(native level) and good command of English (working proficiency).
• Is a plus additional languages

Desired

• IT knowledge. Remote operations, Wifi, Bluetooth…
• ITIL certification will be assessed positively

Benefits

• Flexible working hours
• Hybrid work schedule and half Fridays
• First-class private health, dental, and life insurance after your first month at Wallbox
• Flexible compensation tickets valid for transportation, childcare, and restaurant/food delivery apps
• Car discounts & special advantages if you choose an EV
• Variety of breakfast and lunch dishes, every day, at a discounted price at our canteen
• At Wallbox, we're committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal-opportunity workplace.