Customer Technical Support L2 (New Markets)

Present in 96 countries, we are dedicated to changing the way the world uses energy through advanced electric vehicle charging and energy management systems. We have the headquarters in Barcelona and manufacturing facilities in Spain (Barcelona), and the US (Arlington, Texas). We are rapidly becoming a leading company in the market.

In 2021, we were listed on the New York Stock Exchange (NYSE WBX), allowing us to garner acclaim and win prestigious design awards (the IF Design, Good Design, and RedDot Awards).

In 2022, we acquired ARES (an assembly electronics company) and COIL (Installers of turnkey EV charging solutions). One year later, in 2023, we acquired ABL, the leading German EV charger manufacturer, which has allowed us to have a stronger presence in Europe.

Get in charge with Wallbox!

The role

We are seeking a proactive, hands-on Regional L2 Services Engineer New Markets to be our key technical figure in the country. You will be responsible for ensuring operational excellence and maximizing partner/installer satisfaction, providing advanced technical support for DC and AC charging solutions across the region.

Your core mission is to turn technical urgency into high-value solutions quickly, acting as the critical bridge between Customer Success Manager and Headquarters Services team.

Responsibilities:

1. Advanced Technical Support & Troubleshooting

• Your primary responsibilities focus on advanced resolution, field enablement, and operational improvement:
• Serve as the primary regional escalation point for installers, distributors, and CPOs.
• Own diagnosis and resolution of complex hardware, firmware, connectivity, and OCPP-related issues.
• Perform deep log analysis and remote diagnostics to resolve cases efficiently and prevent repeat incidents.
• Support commissioning, maintenance, and troubleshooting efforts to ensure maximum product uptime and service quality.
  
  

2. Service Performance Improvement

• Work closely with the Customer Service Manager (CSM) to identify service gaps and implement technical solutions that improve customer experience and operational KPIs.
• Document recurring issues and contribute to the creation of troubleshooting guides, known-issue logs, and best-practice materials.
  
  

3. Strategic Escalation Management

• Manage and expedite regional technical escalations by coordinating directly with HQ Service Engineering (L3).
• Prepare clear and technically detailed escalation packages, ensuring fast resolution and clear communication throughout the process.
  
  

4. Field Enablement & Partner Confidence

• Lead technical training, onboarding, and certification sessions for installers and service partners.
• Provide structured, expert guidance that increases partner and installer confidence and reduces installation-related errors.
• Support critical deployments remotely and occasionally on-site when needed.

6. Documentation & Knowledge Management

Maintain accurate technical documentation for the region and contribute to global knowledge bases.

Share learnings and insights with global Service teams to ensure alignment and drive continuous improvement.

Requirements:

• Experience: Minimum 3-5 years in Technical Support (L2/L3), preferably within the EV Charging / e-Mobility industry.
• Technical Depth: Proficient in AC/DC power systems, electrical troubleshooting, and reading wiring diagrams.
• Language Skills: Mandatory fluency in English (written and verbal). Arab or other languages is a must. 
• Analytical Skills: Proven ability to perform Root Cause Analysis (RCA) and provide practical, hands-on solutions.
• Nice to have experience utilizing Salesforce and ticketing systems for rigorous case documentation.
• Travel: Willingness and availability for travel within the assigned region for on-site support.

Why Join Wallbox?

If you’re passionate about the future of EVs, excited by new business development, and eager to be part of a thriving company at the forefront of the green energy revolution, we want to hear from you!

Benefits:

• Flexible working hours
• Hybrid work schedule and half Fridays

• Health Insurance
• Flexible compensation tickets valid for transportation, childcare, and restaurant/food delivery apps
• Variety of breakfast and lunch dishes, every day, at a discounted price at our canteen

Please submit your resume in English

*At Wallbox, we are dedicated to providing equal employment opportunities regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. We aim to cultivate a more equitable workplace.