EVSE​/OCPP Technical Support Manager

About Zero Impact Solutions

Zero Impact Solutions is building California’s EV charging network. Founded 2018, we partner with industry leaders to accelerate the transition to electric mobility.

• Dental insurance
• Health insurance

Technical Support Manager leading customer service and technical support for the EVOLV Charging platform. Owns a high‑performing team and is a hands‑on OCPP subject‑matter expert.

• Lead, coach and develop a team of customer service and technical support specialists.
• Own staffing, scheduling and coordination to ensure operational coverage.
• Foster a culture of accountability, collaboration and customer‑centric problem solving.
• Monitor call handling, ticket activity and support quality; provide ongoing coaching.
• Serve as senior point of contact for escalated customer issues.
• Act as escalation point for complex EV charging issues; diagnose OCPP‑based interactions.
• Apply expertise in OCPP 1.6J / 2.0.1 to diagnose charger authorization, transactions, firmware updates, etc.
• Work with the EVOLV platform development team to investigate protocol‑level issues.
• Interpret OCPP logs and message flows to identify root causes and recommend corrective actions.
• Translate platform‑level findings into actionable guidance for support team and customers.
• Develop and deliver structured training on customer service, troubleshooting, and OCPP fundamentals.
• Ensure support specialists can resolve common EV charging issues independently.
• Create and maintain knowledge‑base resources on EV charging workflows and platform behavior.
• Collaborate with platform developers, Service, Product, Sales, Marketing to stay current on features.
• Prepare and maintain reports and dashboards tracking KPIs such as ticket volume, SLA performance, customer satisfaction.
• Analyze support data to identify trends and recommend improvements.
• Occasional site visits to provide hands‑on technical support for high‑value customers.

• Proven experience leading customer service and/or technical support teams.
• Hands‑on experience supporting OCPP‑compliant EV charging systems.
• Strong working knowledge of OCPP 1.6J / 2.0.1.
• Minimum 5+ years in technical support or service operations.
• Experience using CRM and ticketing systems.
• Excellent verbal, written and presentation communication skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Valid State Driver’s License.
• Authorized to work in the United States (E‑Verify employer).
• Background and drug screening clearance.

• Bachelor’s degree in Business, Engineering, Information Systems or related field.
• Experience supporting multi‑vendor EV charging hardware in a networked environment.
• Experience managing 24/7 support operations.

• Stand, walk, sit, talk, hear, type, and write.
• Reach with hands and arms, bend, stand on a stool or climb, and use fingers to feel objects, tools, controls.
• Use standard office equipment such as computers, smartphones, printers, photocopiers, etc.
• Prolonged periods of sitting at a desk and working on a computer.
• Lift files and open desk drawers and filing cabinets.

Note:

This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required.

Zero Impact Solutions is a proud equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other characteristic protected by federal, state or local law, and will not be discriminated on the basis of disability.