Ionna

Role Description The EV Charging Field Service Engineer is an energetic, self-directed problem solver and a key member of the site operations team at IONNA. You will work independently in the field and remotely, interfacing with our Call Center, Tier 2 technical support team, and hardware manufacturers/partners to troubleshoot and resolve EV charging station issues (A Hybrid concept). This role requires someone who thrives without direct supervision, takes initiative, and consistently drives issues to resolution. The ideal candidate will be comfortable with both hardware and software technologies and is able to execute effectively against demanding SLAs. - Perform service tasks, identify technical problems, and conduct analysis through remote or on-site activity in any service categories (installation and commissioning, maintenance, repairs, upgrades and retrofits, annual service, replacements, etc.). - Provide Tier 2 technical support for escalated issues from Tier 1 support, including remote diagnostics and resolution of software, firmware, and network-related issues. - Operate autonomously in the field, managing your own travel, parts inventory, and service priorities with minimal oversight. - Complete Field Service Reports in a timely fashion. - Troubleshoot equipment failures and make recommendations to avoid repeating the problem in the future. - Assist in root cause analysis and contribute to continuous improvement efforts by feeding field insights back to tech and product teams. - Apply safety rules and safe practices as well as environmental responsibilities. Report unsafe practices and incidents. Qualifications - You are a self-starter who thrives in unsupervised environments and takes full ownership of your work. - You have a winning attitude and embody the concept of extreme ownership. - You are a critical and analytical thinker with a passion for solving customer issues. - You are a strong communicator capable of interacting professionally with colleagues, partners, and customers in high-pressure, time-sensitive environments. - You are willing to work flexibly on short notice as customer escalations require and be “on call” after normal working hours on a periodic basis. - You are comfortable around a computer with experience in MS Office Suite, plus one or more cloud-based ticket management systems such as Salesforce/Zendesk. - You are familiar with electrical/electronic concepts and applications. - You are familiar with cellular and Wi-Fi network communications fundamentals. - You have the ability to learn new technologies as we scale up the business. - You are willing to travel approximately 80% of each month to IONNA locations, including regular overnight stays depending on site location. Requirements - Associate degree or military experience with at least 3 years of relevant field service experience, OR a high school diploma with at least 5 years of relevant field service experience. - Demonstrated experience working independently in a fast-paced environment, learning new ways of working, and technical proficiency in electrical, electronic, and mechanical troubleshooting. - Track record of working autonomously, meeting deadlines, and triaging competing priorities. - Experience supporting Tier 2 technical escalations or working closely with support engineering teams is a plus. Benefits - Competitive base salary. - Bonus programs. - Comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays.

Role Description The Principal Product Manager, Charging Platform, Hardware & Experience is a senior individual contributor and the CPO’s primary product partner, responsible for end-to-end ownership of the EV charging product ecosystem across software platform, charger hardware integration, interoperability standards, payments/authentication, and onsite customer experience. This role carries full accountability for product outcomes across the lifecycle: problem definition, requirements, delivery, validation, and iteration. Working cross functionally with Engineering, Hardware/OEM partners, Quality, Site Design, and Brand/UX teams. This is a highly technical product leadership role requiring deep familiarity with EV charging protocols and industry standards such as OCPP, ISO 15118 (Plug & Charge / AutoCharge), and interoperability interfaces such as OCPI, as well as authentication methods including RFID. Key Responsibilities - Platform Product Ownership (Software + Systems) - Own the product definition and delivery of the charging platform across charger to cloud, backend services, APIs, data flows, and operational tooling. - Write and maintain technically rigorous PRDs, interface specs, state diagrams, sequence flows, and acceptance criteria suitable for engineering implementation and QA validation. - Define product requirements for reliability and operational resilience, including offline behavior expectations and observability/logging needs. - Charging Hardware & EVSE Integration - Partner with hardware engineering, OEMs, and suppliers to define charger functional requirements and integration requirements between EVSE and backend systems. - Ensure charger and network requirements align to applicable standards and supplier obligations. - Drive requirements related to payment terminal interaction and connected system communication. - Interoperability & Standards Leadership - Serve as internal subject matter expert and product owner for standards based interoperability. - Convert standards requirements into testable product requirements and integration readiness criteria. - Payments, Authentication & Customer Access - Own product requirements for customer authentication and session initiation methods. - Partner with security/privacy stakeholders to ensure workflows align with legal/security requirements. - Quality Partnership & Test Strategy - Act as the product counterpart to Quality teams to define test catalogs and integration testing requirements. - Define “Definition of Done” criteria for releases. - Customer Clinics & Field Validation - Plan and execute structured customer validation activities to validate end-to-end charging experience performance and usability. - Translate clinic findings into prioritized product improvements. - Site Design Enablement (Lounge + Amenities + Digital Integration) - Partner with Design to support charging site experience requirements. - Ensure on-site experience requirements are coherent with brand standards and operational constraints. - Brand, Design & UX Partnership - Serve as product lead for customer experience alignment across Brand, Design, and UX teams. - Ensure visual and interaction standards are consistently implemented across partner integrations. Qualifications - BS degree in a relevant field with a minimum of 10 years of product management experience with technical platforms, systems integration, or infrastructure software. - Strong technical fluency across APIs, distributed systems, backend services, and hardware/software integration. - Demonstrated ability to produce detailed, testable requirements and partner deeply with engineering and quality teams. - Proven track record of driving cross-functional delivery where product spans software, hardware, and operational field deployment. Requirements - Experience in EV charging, mobility, energy, payments-adjacent systems, or other standards-based technical ecosystems. - Familiarity with OCPP, ISO 15118, and OCPI and their real-world implications for interoperability, security, and operations. - Experience running customer clinics, pilots, or field validation programs for complex hardware-enabled products. Benefits - Competitive base salary. - Bonus programs. - Comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Company Description IONNA is committed to fair and equitable compensation practices. We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.