Software Product Support Engineer, EV Charging

Overview Exciting opportunity for a Software Product Support Engineer who will be responsible for formalizing, standardizing, supporting and scaling Future Energys 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: Responsibilities Responsibility #1 Product Definition and Standardization Analyze and document Future Energy's CSMS (Charge Station Management System) platforms 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. Responsibility #2 Technical Expertise and Support 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. Responsibility #3 Client Interaction and Site Visits 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. Responsibility #4 Collaboration and Continuous Improvement 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 #J-18808-Ljbffr