About Soneil:

Soneil Spark builds EV charging and mobile energy infrastructure, from residential and commercial chargers to mobile charging trailers and the software that runs them. Backed by more than 30 years of battery and charging expertise under the Soneil Group, we're building the next generation of energy products and moving fast to get them into the market. We're a startup, so no two months look the same. This is a role for someone who owns, executes, and delivers without needing to be managed. We're not looking for someone to fill a seat.

Location: Brampton, ON (On-site & Multi-location Support)

Company: Soneil Group of Companies

Employment Type: Full time

Role and Responsibilities:

What You’ll Do:

You will be the first dedicated owner of Customer Support at Soneil Spark. Today support is shared across the team. We want one person to take it over, solve most issues on the first call, and build the systems that make support better every month.

Our customers range from homeowners who bought a charger on Amazon to installers, resellers, and commercial sites that need their chargers running. Most calls are technical: a charger that won't start a session, a tripped breaker, an app that won't pair, an installer with a wiring question. You will diagnose the problem, walk the customer through the fix, and escalate to engineering only when it truly needs them.

This is a hands-on role for someone who likes solving problems and wants to own the outcome, not just answer the phone.

What you'll own:

- Front-line support: answer calls, emails, and online inquiries from residential, installer, reseller, and commercial customers.




- Technical troubleshooting: diagnose charger faults, error codes, electrical and installation issues, and app or Wi-Fi connectivity problems, and guide customers to a fix.
- Escalation: decide when an issue needs engineering, hand it off with a clear diagnosis, and follow it through to resolution with the customer.
- Warranty and returns: manage warranty claims, RMAs, replacements, and Amazon returns from first contact to close.
- Ticket tracking: log every case, track response and resolution times, and keep the queue current.
- Knowledge base: build and maintain troubleshooting guides, FAQs, and call scripts for customers and the internal team.
- Product feedback: spot recurring failures and customer pain points, and report them regularly to product and engineering so they get fixed at the source.
- Customer reviews: respond to product reviews and questions on Amazon and our website.

What You Bring:

- 2+ years in technical support, field service, or hands-on troubleshooting for hardware products (EV charging, solar, HVAC, smart home, networking, or similar).
- Completion of University Degree or College Diploma is highly preferred
- Working knowledge of basic electrical concepts: circuits, breakers, voltage, amperage, and grounding.




- Comfort with connected devices: apps, Wi-Fi setup, firmware updates, and reading error logs.
- Patience and a calm, clear phone manner, including with frustrated customers.
- Strong written communication for emails, tickets, and how-to guides.
- Ownership: you follow every case to the end without being chased, and you fix the process when the same problem keeps coming back.
- Experience with a ticketing or CRM system.

Nice to Have:

- Electrician, electrical technician, or apprenticeship background.
- Experience supporting EV chargers, including Level 2 installation or networked chargers (OCPP).
- Experience with Amazon Seller Central customer service or returns.
- Experience building a support function, knowledge base, or ticketing process from scratch.
- Familiarity with Odoo or Jira.
- French language skills.

Job Types: Full-time, Permanent

Why Soneil?

You'll join a company with deep roots and real momentum, building infrastructure that matters for the transition to electric transportation and clean energy. You'll have genuine ownership from day one, visibility across the entire business, and the room to grow your scope as fast as you can earn it. This is a rare chance to work close to the product, close to customers, and close to the decisions that shape where the company goes next.

Pay: $65,000.00-$75,000.00 per year

Benefits:

- Casual dress
- Company events
- Dental care
- Discounted or free food
- Extended health care
- On-site parking
- Paid time off
- Vision care

Work Location: In person

📌 IT Systems & Network Administrator (Brampton)
🏢 Soneil Spark
📍 Brampton