Software Product Support Engineer, EV Charging
Listed on 2026-01-07
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IT/Tech
Technical Support
Overview
Exciting opportunity for a Software Product Support Engineer who will be responsible for formalizing, standardizing, supporting and scaling Future Energy’s software products! This role requires a technically proficient, experienced professional who proactively defines product configurations, operationalizes the product for scalable support, and develops documentation and training materials to empower internal teams and client success. Early-stage client interaction and site visits to understand real-world configurations will be essential, with an emphasis on eventual product enablement and support handoff.
Some of the key responsibilities for this ON-SITE Michigan based role include:
- Analyze and document Future Energy's CSMS (Charge Station Management System) platform’s functionality and configuration options to establish company-wide default standards.
- Establish OCPP configuration standards, default settings by client type (dealership, hospitality, fleet, workplace), and onboarding templates.
- Assist in defining service tier configurations based on complexity and support requirements.
- Document CSMS platform capabilities and limitations and how they affect Future Energy products.
- Configure driver mobile app features and notification settings; understand driver user flows to support configuration and troubleshooting.
- Collaborate closely with clients during early implementation phases to understand real-world use cases and refine configuration settings.
- Develop clear, detailed documentation and training materials for internal teams to enable scalable product support.
- Formalize processes for ongoing product updates, configuration management, and client support handoff.
- Act as the technical point of escalation for complex product-related client issues.
- Diagnose complex OCPP connectivity issues by analyzing communication logs and identifying protocol errors.
- Design and implement load management configurations for multi-charger sites with electrical capacity constraints.
- Provide deep technical knowledge of CSMS-to-EVSE (Electric Vehicle Supply Equipment) device integrations, including networking fundamentals (DHCP, VLANs, firewall rules, cellular/WiFi connectivity) and firmware update management.
- Configure and troubleshoot OCPP security profiles, manage server certificates, and ensure secure charging station communications using TLS/SSL protocols.
- Manage API integrations with third-party systems (payment processors, CPO roaming networks, push notifications).
- Evaluate new integration requirements and determine platform capability gaps requiring engineering support.
- Engage directly with clients during product rollout and configuration definition phases.
- Conduct site visits as needed to observe, document, and resolve unique product scenarios not replicable in-house (network troubleshooting, power capacity analysis, operational workflow optimization).
- Support client escalations requiring high-level technical expertise and ensure positive outcomes.
- Extract patterns from client-specific situations to build repeatable configuration solutions.
- Work cross-functionally with Operations, Client Success, and Product teams to incorporate client feedback into product refinements.
- Stay informed of industry best practices related to EV charging network operations, CSMS platform scalability, and managed services.
- Advocate for process improvements that enhance product stability, usability, and supportability.
- Identify when client requests should become standard platform features vs. remain custom solutions.
If you have the skills to do this role, 3-5 years hands-on experience with CSMS platforms and commercial EV charging station deployment/support and know how to troubleshoot connectivity issues related to DHCP, DNS, firewall configurations, port forwarding, cellular/WiFi/Ethernet, this could be the career for you!!!
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