Technical Support Engineer

About Us Rivian and Volkswagen Group Technologies is a joint venture between two industry leaders with a clear vision for automotive’s next chapter. From operating systems to zonal controllers to cloud and connectivity solutions, we’re addressing the challenges of electric vehicles through technology that will set the standards for software-defined vehicles around the world. The road to the future is uncharted. By combining our expertise across connectivity, AI, security and more, we’ll map a new way forward. Working together, we’ll create a future that’s more connected, more intelligent, more sustainable for everyone. Role Summary Rivian and Volkswagen Group Technologies (RVT) were founded on the idea to make the switch to electric sustainable transportation available to everyone and make a better way of travelling to new adventures – while of course making the world sustainable. In pursuit of this, Rivian bought the Swedish world class EV trip planning service ABetterRouteplanner.com (ABRP) in 2023 and quickly made it the tool for planning in-car and in app for Rivian vehicles. The ABRP team continues to develop the product from Sweden, supporting both in-car systems such as Rivian as well as running our own direct consumer product ABetterRouteplanner.com. This direct consumer product is crucial for the development and further improvement of EV trip planning since we get tons of feedback and improvement proposals from our users, which we spend a lot of effort on picking up and using to improve our product. This is where you would fit in – discussing with and helping our ABRP users in their needs to do their electric trips. The ABRP technical support team works on our Jira Helpdesk for direct user issues, but mostly on our public user feedback site abrp.featurebase.net where users report issues and request features, and the support team together with the development team responds, triages and fixes those issues. In other words, you would be supporting our EV drivers via English text (no chat or phone), both in individual conversations but also in public forums. Responsibilities

• Respond to users’ reports on our public feedback forums, working with them to understand what the issues really are and ensure they feel that we listen to them.
• Triage the reported issues in our internal database tools such as Kibana to find out if our metrics and logs support what they say, to either resolve the case or help our development team find the bug.
• Prepare our weekly user feedback / bug meeting with the development team to prioritize the most urgent issues reported by users.
• Work with our data suppliers when issues are on their side (for example charger data or vehicle live data).
• Support ABRP users in resolving simple account issues such as Premium subscriptions, invoices, receipts, multiple accounts and password issues.

Qualifications

• A technical interest and background, both to understand our ABRP product but also how electric vehicles work and what issues EV drivers may face.
• A strong interest in sustainability and making the shift from fossil fuels to something which works for our kids’ kids’ kids.
• Experience working in customer support and handling frustrated customers who often need some guidance to be able to explain what the issue they really have. The customers range from novices to EV experts.
• An interest and experience in working with a modern app development team (small but agile) in order to improve on the product.

Total Rewards We build the exceptional — and we believe the people doing that work should be rewarded accordingly. In addition to a competitive base salary, full-time positions may be is eligible to participate in our annual company performance bonus program. Payments are discretionary and not guaranteed; actual amounts depend on company results and the terms of the plan in effect, and require active employment at the time of payout. This role is also eligible for equity in the form of Restricted Stock Units (RSUs), subject to board approval and the terms of our equity incentive plans, including applicable vesting requirements. In addition to our compensation programs, we invest in our people with a comprehensive benefits package designed to support the health, wellbeing, and financial future for full-time employees — including health coverage, retirement savings, time off, and family planning programs. Offerings vary by country. Learn more about our global benefit programs. External candidates can apply for this role through the Rivian and Volkswagen Group Technologies careers site (https://rivianvw.tech/#careers). If you are a current employee, please apply through our internal job board. Equal Opportunity Rivian and Volkswagen Group Technologies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. We are also committed to ensuring compliance with all applicable fair employment practice laws regarding citizenship and immigration status. Rivian and Volkswagen Group Technologies is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com. Candidate Data Privacy Rivian and Volkswagen Group Technologies” may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian and Volkswagen Group Technologies may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) record keeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian and Volkswagen Group Technologies may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian and Volkswagen Group Technologies affiliates; and (iii) Rivian and Volkswagen Group Technologies’ service providers, including providers of background checks, staffing services, and cloud services. Rivian and Volkswagen Group Technologies may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. If you provide a mobile telephone number as part of your application or during the recruitment process, Rivian and Volkswagen Group Technologies may use that number to contact you via SMS text message for recruitment-related purposes, including scheduling, logistics, and status updates. Message and data rates may apply. You may opt out of SMS communications at any time by replying STOP to any text message you receive from us. Consent to receive SMS messages is not a condition of applying for or being considered for employment. Please see our Candidate Data Privacy Notice (English) and Candidate Data Privacy Notice (Serbian) for more information. -- Please note this job posting represents an open, active vacancy. Additionally, we are not currently accepting applications from third party application services.