Remote Technical Support Specialist - Europe

Diemen Full-time Production / Manufacturing / Processing - Automobile sales and services

Responsibilities

Introduction The Remote Technical Support Specialist will play a key role in supporting our call center, dealer network, and customers by remotely diagnosing vehicle issues, supporting Over-The-Air (OTA) functions, analyzing telematics data, and coordinating technical escalations with engineering and aftersales teams. This role combines advanced EV technical knowledge with customer-oriented communication and remote troubleshooting capabilities. This position is based at XPENG Europe Headquarters in Amsterdam and requires full-time onsite presence. Remote or hybrid working arrangements are not applicable for this role. Key Responsibilities Remote Technical Support - Perform remote diagnosis and troubleshooting of XPENG vehicles using telematics and diagnostic platforms - Analyze vehicle fault data, logs, DTCs, OTA status, and customer-reported symptoms - Support customers and dealers with: - OTA updates - Connectivity issues - Charging concerns - ADAS/XPILOT alerts - Infotainment and app pairing issues - Vehicle software anomalies - Execute remote actions where applicable - Support call center agents with technical expertise and escalation handling - Provide clear technical guidance and troubleshooting procedures - Assist in reducing unnecessary workshop visits through remote resolution - Support dealerships with pre-diagnosis and technical guidance before workshop visits - Escalate complex cases to engineering teams when required - Collect and document software bugs, recurring technical concerns, and field quality issues - Participate in root cause investigations and continuous improvement activities

Qualifications

Required Qualifications Technical Competencies - Strong understanding of: - Electric vehicle systems - High-voltage systems - Vehicle diagnostics - Telematics and connectivity - ADAS systems - OTA software processes - Experience with OEM diagnostic platforms and remote troubleshooting tools - Ability to interpret DTCs, logs, and technical data Experience - Minimum 3–5 years experience in automotive technical support, diagnostics, or workshop operations - Experience within EV or connected vehicle environments preferred - Experience working with OEM systems and technical case management platforms preferred Communication Skills - Strong customer-oriented mindset - Ability to explain technical matters clearly to non-technical audiences - Professional communication skills with dealers, call centers, and engineering teams - Ability to work in a fast-paced and international environment Preferred Qualifications - Experience with remote diagnostics or telematics platforms - Multilingual capabilities are considered a strong advantage - Experience with analytics platforms is a plus