Technical Support Engineer - Field Services

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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. Ifyou're interested in joining a dynamic, innovative company, Electrify America is a place where you can learn, grow, and make a difference!

This position is Fully On-site in Asburn, VA.

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, communication, 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.

Manufacturer Equipment Technical Support (35%)

• Serve as a primary service and maintenance technical liaison between Electrify America its 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.
• 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…