Job Description

Driven by Intelligence. Powered for the Future.

Autel is a global tech innovator in automotive diagnostics and smart mobility. With 2,000+ talents across 70+ countries, we fuse AI, big data, and cloud to drive the next generation of intelligent vehicles.

As Autel Energy expands rapidly in Europe’s EV charging market, we are seeking a proactive and structured L1 Technical Support Engineer to support our growing operations in Europe.

Position Overview:

The L1 Technical Support Engineer is the first point of contact and technical triage layer within the EU Remote Service Center.

This role is responsible for:

• Structured ticket intake and validation
• Standardized troubleshooting execution
• Incident classification and prioritization
• Ensuring high-quality information before escalation

Key Responsibilities:

• Receive, validate, and prioritize service tickets
• Perform first-line technical troubleshooting using standard playbooks
• Classify issues and decide on the appropriate handling or escalation path
• Record troubleshooting steps, error codes, logs, and actions clearly in the ticketing system
• Communicate with customers on issue status, basic checks, and resolution updates
• Monitor ticket progress and escalate when SLA is at risk
• Contribute to knowledge base and troubleshooting process improvements
• L1 is responsible for ticket quality before escalation

Requirements:

• 1–3 years of experience in technical support or a service environment
• Basic knowledge of networking (IP, router, SIM)
• Ability to follow structured troubleshooting processes
• Strong communication skills and customer-oriented mindset
• Experience with ticketing systems and remote diagnostic tools is preferred
• Experience in EV, IoT, or telecom is a plus
• Understanding of EV charging systems is preferred

Working Model:

• EU business hours (e.g., 08:00–18:00 CET)
• Shift-based remote support
• Participation in rotation (remote / flex pool)

Why Join Autel

• Key operational role in shaping EV charging infrastructure in the Europe
• Flat hierarchy with direct access to decision-makers
• Competitive salary with performance-based bonus
• International environment with high autonomy
• Dynamic, growth-oriented company with global reach

Location: The Hague, Netherlands

Start date: As soon as possible

Working hours: Full-time

Apply now and help us deliver cutting-edge EV charging solutions!

Contact: Apply directly on LinkedIn or send your resume to recruitment1.eu@autel.com

Please mention L1 Technical Support Engineer – NL in the email subject.

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