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Technical Support Manager L2

hace 1 día

Barcelona, Barcelona, España Wallbox Chargers A tiempo completo

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

We are seeking an experienced Technical Support Manager to lead our HQ Level 2 team. In this role, you will manage a team of highly skilled Technical Support Specialists (B2C & B2B) who handle complex hardware and software escalations.

You will be responsible for ensuring operational excellence, maintaining strict SLA compliance, and driving the resolution of complex technical cases. Acting as the bridge between Customer Support and the Engineering/Product teams, you will translate customer feedback into technical insights (via Jira) to improve our EV charging solutions. You will combine technical expertise in HW/SW with strong leadership skills to mentor your team and optimize support processes.

Key Responsibilities

  • Team Leadership & Development
  • Lead, mentor, and develop a team of L2 Technical Support Specialists (Residential & Business focus).
  • Conduct regular 1:1s, performance reviews, and define career development plans for team members.
  • Ensure the team has the necessary technical training on new HW products and SW features before launch.
  • Manage shift planning and resource allocation to ensure coverage across critical time zones.
  • Operations & Incident Management
  • KPI Management: Own the performance of the L2 queue, monitoring metrics such as Time to Resolution (TTR), Backlog Age, SLA Compliance, and CSAT.
  • Escalation Point: Act as the final point of escalation for critical customer cases or VIP partners, ensuring rapid resolution and effective communication.
  • Incident Management: Lead the coordination during critical service outages or firmware regressions, communicating status to internal stakeholders (Sales, L1 Managers).
  • Process Optimization: Continuously refine workflows in Salesforce to minimize administrative friction and maximize time spent on troubleshooting.
  • HW/SW Engineering Collaboration
  • Act as the primary liaison between Technical Support and the Engineering/Quality teams.
  • Oversee the reporting of software bugs and hardware defects in Jira, ensuring they are well-documented, prioritized, and tracked until resolution.
  • Analyze trends in incoming tickets to identify systemic issues (e.g., a specific firmware bug or component failure) and drive Problem Management initiatives.
  • Collaborate with Product teams to advocate for "Serviceability" requirements in new product designs.
  • Knowledge & Quality
  • Oversee the Knowledge Base strategy, ensuring L2 agents document fixes effectively to empower the L1 team (Shift-Left strategy).
  • Perform quality audits on L2 tickets to ensure technical accuracy and professional communication.

Requirements

  • Experience: 5+ years of experience in Technical Support or Engineering, with at least 2+ years in a Team Lead or Management role.
  • Technical Background: Strong understanding of Hardware/Electronics and Software/Connectivity (IoT, Bluetooth, Wi-Fi, Cloud platforms). Experience in the EV Charging or Renewable Energy industry is a massive plus.

  • Tools Proficiency:

  • Expert knowledge of Salesforce Service Cloud (Dashboards, Case Management, Omni-channel).

  • Proficiency in Jira (creating bug reports, dashboards, and workflows).

  • Familiarity with data analysis tools (Excel, PowerBI, or Tableau) to interpret support metrics.

  • Problem Solver: Proven ability to manage crisis situations and make data-driven decisions under pressure.

  • Communication: Excellent written and verbal communication skills in English (C1/Native). Spanish or other European languages are a plus.
  • Soft Skills: Empathy, resilience, and a "customer-obsessed" mindset.

What You Will Manage
You will oversee a team of HQ Technical Support Specialists covering:

  • B2C Residential: Home charging (Pulsar Plus, Commander, etc.).
  • B2B/DC Fast Charging: Semi-public and public infrastructure.
  • You will be responsible for their operational output, ensuring they effectively support L1 agents and resolve complex escalated cases.

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.