Contract - NOC Escalation Specialist

About the Role This NOC Escalation Specialist is a tier II technical support role for hardware, software and quality issues on the Electrify America EV charging network. The role collaborates with Charger Manufacturers, OEMs, and Service Providers to monitor network performance and respond to incidents. Core KPIs include charger availability and performance. What You'll Do

• Review and analyze asset issues related to hardware/software, vendor integration issues, and network transactions; determine next steps for resolution.
• Use a proprietary network dashboard (charger status, faults, error codes, log files) and manufacturer interfaces to analyze issues.
• Open asset cases with manufacturers and coordinate resolution steps; create and manage field work orders with maintenance vendors; follow manufacturer guidance to repair
• Identify final root cause and update asset case prior to closing; handle warranty claim docs, invoicing support, and parts management as needed.
• Collaborate with Marketing, Social Media and OEMs to respond to escalation requests; perform detailed session analysis of OEM test sessions to identify failure points and vehicle characteristics.
• Analyze drive routes and cases on pending issues and drive them to resolution; monitor network/site performance via data parsing to identify systemic issues or trends.
• Proactively improve internal/external processes, sharing knowledge, monitoring, and reporting; identify lapses and opportunities for process improvement. What We're Looking For
• 4-year degree in Technology, IT, Science or Engineering or equivalent experience
• Ability to work varied shifts (Mon-Sun) with overtime as needed; strong technical problem-solving and root cause analysis
• Proficiency with software systems and ability to quickly learn a proprietary network management system
• Intermediate knowledge of electrical devices/electronics; knowledge of IT networking and computer systems
• Strong data analysis, trend analysis, and basic statistics; attention to detail and ability to document technical information accurately
• Knowledge of OEMs’ technical requirements; ability to prepare and present technical reports (data summaries) using MS Excel and PowerPoint
• Excellent communication, presentation, and written skills Nice to Have
• Experience with proprietary network management dashboards and OEM interfaces
• Vendor management experience; familiarity with warranty claims and maintenance invoicing Compensation & Benefits
• Not specified in posting; company states equal opportunity employer; participates in E-Verify; drug-free workplace; accessibility support available