Operations Analyst - Roaming

About Us

With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market.

At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Discover what it’s like to help build the fueling network of the future - check out our Engineering Blog.

Reports To

Director, Technical Support

What You Will Be Doing

The Roaming Operations team is a specialist team within ChargePoint with dedicated expertise relating to our roaming partnerships, integrations, and products. ChargePoint manages one of the largest roaming networks in the world, with over 800,000 ports and hundreds of partners, with the aim of ensuring a seamless and superior experience for all drivers interacting with our services.

What You Will Bring to ChargePoint

• This role will play a key role in technically supporting our roaming APIs and the services built upon them.

The successful candidate will:

• Coordinate a technical support process and Kanban board dedicated to production issues relating to our roaming APIs (and services built upon them)
• Perform technical analysis of tickets and work with relevant other teams to drive issues to their resolution
• Receive, analyse, resolve, and respond to technical issues raised by our partners
• Monitor our network using custom built dashboards, conduct analysis on and document recurring issues, and report urgent incidents
• Work closely with our API onboarding, QA, and development team to improve recurring problems
• Build documentation regarding the behaviour and setups of different APIs
• Conduct tariff and pricing analysis and update tariffs as needed
• Investigate and document payment related issues, refunds, or faulty sessions from our partners, and work with our finance team to prepare financial disputes
• Perform other manual tasks relating to the operation of our products

In the future, the role may possibly:

• Support our scrum processes
• Conduct API onboardings
• Be involved in wider technical change management processes
• Other activities as they arise

The candidate will interact with a range of software tools used internally, including Salesforce, Snowflake, Kanban, Postman, Confluence, Tableau, Jira, and custom-build interfaces. They will also interact with tools developed by our partners.

Requirements

• At least 5 years of experience working in cross-functional teams.
• The capacity to build expert knowledge of our roaming services and functionality.
• A customer-centric and problem-solving mindset, with a willingness and ability to own problems to their resolution.
• Technical educational background is preferred but not essential
• Demonstrated ability to work with software tools such as Salesforce, Jira, Confluence, and Excel.
• Experience with tools such as Snowflake, Tableau, Kibana, Postman, and other similar platforms is a plus.
• At least 3 years of B2B work experience in a customer engagement or technical support role, ideally for a SaaS company or within the automotive, energy or CleanTech industry
• Excellent communication skills in English, both written and spoken (any additional language is a plus)
• Good understanding of databases (SQL) and of software systems
• Affinity for e-mobility and sustainability topics
• Passion for solving complex problems
• Willingness to travel internationally occasionally for workshops with internal stakeholders, partners, or customers (including to Europe)
• Roaming-related (e.g. OCPI) knowledge or experience is a plus
• Willing to work in shift of 3:00pm to 12:00am IST

Location

Bangalore, India

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer.

Applicants only - Recruiting agencies do not contact.