Technical Support Engineer - Blu Ev

Position: Technical Support Engineer

Organization: Blu Ev

Blu EV, Orascom Investment Holdings e-mobility subsidiary, is reshaping urban transportation. Through its Battery-as-a-Service (BaaS) platform, Blu EV enables quick battery swaps, vehicle conversions, and access to electric mobility for individuals and fleets. With a vision toward a full Mobility-as-a-Service (MaaS) model, Blu EV is accelerating the transition to sustainable, connected, and affordable mobility solutions.
Website: www.blu-ev.com

Job Summary

Technical Support Engineer provides technical support and troubleshoots software, integration, and configuration issues across Blu EV's systems. The role involves owning issues from initial diagnosis through resolution, collaborating with Engineering, and ensuring timely and effective support for customers and internal teams.

Key Responsibilities

• Provide first-line technical support via email, chat, and phone, resolving technical issues promptly.
• Diagnose and troubleshoot software, performance, configuration, and database connectivity issues.
• Log, track, and update issues through the ticketing system, maintaining accurate case history.
• Reproduce reported issues in test environments and verify fixes before closing tickets.
• Collaborate with Engineering and Customer Service teams to resolve complex issues and identify product improvements.
• Analyze logs and system data to identify root causes and support incident resolution.
• Use monitoring tools and dashboards to identify and report incidents proactively.
• Create and maintain FAQs, knowledge base articles, and support documentation.
• Participate in on-call and weekend support as required by SLAs.

Requirements

• 1–2 years of experience in technical support, software operations, or a similar role; strong hands-on troubleshooting experience is valued.
• Knowledge of SQL/PostgreSQL for querying and diagnosing data-related issues.
• Experience with API debugging (REST/JSON) and API testing tools such as Postman or equivalent.
• Experience with log analysis for troubleshooting and root cause identification.
• Basic scripting knowledge in Python, Bash, or PowerShell.
• Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical users.
• Ability to multitask and prioritize effectively, particularly during incidents.
• Strong customer-centric mindset and attention to detail.