Operations Analyst - Roaming

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.

• 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