Diagnostics Engineer (Technical Support)

Salary: £40,000 - 40,000 per year

Requirements

• Hands-on experience with Vector tools such as CANoe, CANalyzer, or similar is essential.
• Strong working knowledge of CAN protocol, message decoding, and DBC files, ideally gained in automotive, EV charging, power electronics, or similar electro-mechanical systems.
• 3-5 years experience in a hardware-focused technical support, diagnostics, or test/validation role.
• Working appreciation of software systems and connectivity sufficient to understand integrated hardware/software products.
• Excellent interpersonal and communication skills, with the ability to translate technical findings for engineers and customers at all levels.
• Proactive, ownership-driven mindset with the confidence to make diagnostic calls in ambiguous situations.
• Experience contributing to or building new processes and functions rather than only operating within established ones.
• Strong organisational skills and the ability to manage multiple cases simultaneously while maintaining customer experience.
• Desirable: background in EV charging, energy storage, or clean energy technology.
• Desirable: experience with DBC file authoring or CAN network design.
• Desirable: familiarity with CRM or ticketing platforms such as Zendesk, Salesforce, or HubSpot Service Hub.
• Desirable: experience working with or managing outsourced field service or logistics partners.
• Desirable: previous experience in a team lead, senior technician, or mentoring capacity.

Responsibilities

• Capture and interpret CAN bus traffic from our Charge Qube and associated hardware using Vector tools, identifying fault signatures and root causes at the message and signal level.
• Decode CAN messages against DBC files and signal definitions, then translate findings into structured, actionable reports for engineering teams.
• Act as the first point of escalation for inbound technical support queries, distinguishing hardware or software faults from user error or configuration issues.
• Determine whether issues can be resolved remotely through guidance or configuration, or require field service deployment, based on diagnostic evidence.
• Liaise with our outsourced field service partner to coordinate site visits with a clear technical brief that reduces repeat visits and diagnosis time.
• Build and maintain customer relationships through proactive, solution-focused communication.
• Work with the Head of Aftersales to design help desk processes, workflows, and escalation procedures.
• Build a knowledge base of common CAN fault signatures and resolution paths to support consistent diagnosis as the team grows.
• Track and report on support metrics and recurring fault patterns, feeding diagnostic insight back into product and engineering teams.
• Play a key role in shaping the team structure as the function grows, potentially taking on line management responsibilities in due course.

Technologies

• CRM
• Hardware
• HubSpot
• Support
• Network
• Salesforce
• Zendesk

More

We are building our Technical Support function from the ground up, and this role sits at its technical core. Based on-site in Yate, South Gloucestershire, we are looking for someone who can diagnose issues accurately before field service is dispatched, working directly with CAN bus data and Vector tools to turn raw signal data into clear technical briefs our engineers can act on immediately. You will work closely with the Head of Aftersales to define how the function operates, and as the team grows, you may help shape its structure and take on line management responsibilities. The salary is competitive.

last updated 28 week of 2026