EV Charger Customer Support Specialist

Grid Elevated, a Utah-based energy technology company, brings together leading researchers, innovators, and energy experts, committed to accelerating the transition to a modern, resilient, and intelligent electric grid. Our flagship product, IntelliCharge, is a hardware-agnostic end-to-end EV charging management platform that helps fleets, campuses, multifamily communities, and commercial facilities manage EV charging, control demand, integrate with parking and payment systems, and support EV drivers with custom rates and passes.

We are expanding our team to support rapid deployment and customer growth nationwide. If you enjoy solving problems, helping users succeed with new technology, and contributing to the expansion of EV charging infrastructure, we’d love to meet you.

Position Overview

The EV Charger Customer Support Specialist serves as the frontline interface between Grid Elevated and its customers — including fleet operators, multifamily property managers, commercial EV charging site owners, and installation and distribution partners. This position will help customers onboard, troubleshoot software and hardware issues, interpret charging analytics, and get the most value from the IntelliCharge platform. You’ll work closely with engineering, product, and operations teams to ensure exceptional customer experiences and continuous product improvement.

This role combines technical troubleshooting, customer relationship management, and EV charging domain knowledge, with a clear path to grow into senior support, implementation, or product roles.

Key Responsibilities

Customer Support & Troubleshooting

• Serve as the primary point of contact for IntelliCharge users via email, chat, and phone.
• Diagnose and resolve issues related to EV charger connectivity, data flows, site configuration, and user access.
• Guide customers through onboarding, setup, and feature usage within the IntelliCharge platform.
• Document and track support tickets, resolutions, and trends using support tools.

Technical & Product Coordination

• Collaborate with development teams to escalate complex issues and validate product updates.
• Work with hardware partners and electricians to troubleshoot on-site connectivity, networking, or configuration issues.
• Assist product and QA teams by reporting bugs, providing user feedback, and participating in feature testing.

Customer Enablement

• Support training sessions and onboarding workshops for customers and partners.
• Develop customer-facing materials such as FAQs, knowledge base content, and how‑to guides.
• Help customers interpret charging analytics, schedules, cost savings, and alerts generated by IntelliCharge.

Customer Success Support

• Monitor customer usage to proactively identify potential issues or opportunities for improved engagement.
• Ensure high customer satisfaction scores and support renewal and expansion efforts.

Required Qualifications

• Experience in customer support, technical support, or customer success — ideally for SaaS, IoT, energy, or hardware-integrated products.
• Ability to troubleshoot software workflows, user access issues, and data inconsistencies.
• Comfortable learning and explaining technical topics such as networking basics (Wi-Fi, Ethernet, cellular), API integrations, or charger communication.
• Strong communication skills with the ability to translate complex issues into clear explanations.
• Excellent organization, attention to detail, and customer-facing professionalism.

Preferred Qualifications

• Associate or bachelor’s degree in engineering or computer science
• Experience with EV charging systems, energy management platforms, or fleet operations.
• Background in IoT device support, connectivity troubleshooting, or cloud-based software support.
• Familiarity with ticketing and CRM tools.
• Understanding of electrical, power systems, software and communication networks

What We Offer

• Opportunity to support a fast-growing product used by fleets and commercial charging operators.
• A collaborative environment with engineers, power system experts, and product leaders.
• Clear growth paths into product, engineering support, sales engineering, or customer success.
• Competitive compensation and benefits and flexible work environment in Salt Lake City.

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person