Remote Technical Support Specialist

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

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