Roberto Lavera Aparicio
Senior Technical Support Engineer (L3) with years of experience supporting complex production environments, with a deep specialization in EV charging infrastructure
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Sobre mí
Technical Support Engineer (L3) with over 7 years of experience supporting complex production environments, with a deep specialization in EV charging infrastructure. Proven track record acting as a regional escalation point for field engineers and installers. Expert in real-time hardware diagnostics, deep log analysis (Grafana/Kibana), and root cause analysis (RCA) to maximize system uptime and operational excellence.
Fully bilingual professional with 16 years of experience in the UK, adept at bridging technical gaps between headquarters and regional partners.
Experiencia
POD Point Ltd (UK) | Technical Support Engineer (L3) | 06/2021 – 04/2026
(Remote support for one of the UK’s leading EV charging providers)
Advanced Troubleshooting: Serve as the primary regional escalation point for complex hardware, software, and connectivity issues across live EV charging environments.
Log Analysis & RCA: Perform deep-dive diagnostics using Grafana and Kibana to identify root causes of recurring faults, directly improving long-term system reliability.
Field Enablement: Provide real-time technical guidance and structured support to field engineers and installers during critical commissioning and maintenance phases.
Process Excellence: Developed comprehensive internal troubleshooting guides and documentation to streamline L1/L2 support operations and reduce resolution times.
Case Management: Managed high-priority technical escalations via Salesforce, ensuring technically detailed documentation and timely closure of critical incidents.
HITACHI Capital UK | Customer Experience Advisor (Technical) | 11/2020 – 03/2021 Conducted in-depth research to provide accurate solutions for complex customer inquiries in a remote-first environment.
Managed high-volume communication (50+ daily interactions) across phone, email, and chat, maintaining high satisfaction KPIs.
WIND Mobility | Customer Relations Manager | 03/2018 – 08/2020
Bilingual Technical Liaison: Translated complex technical documentation and application content between Spanish and English to ensure global accessibility.
Stakeholder Collaboration: Partnered with Product and Engineering teams to address regional technical demands and improve user experience.
PARKLANE PROPERTIES | Assistant Manager (Operations) | 04/2016 – 03/2018
Regional Management: Fully managed 131 apartments, overseeing staff and daily operational duties to ensure service quality.
Leadership: Provided mentorship and leadership to teams to achieve operational goals and maintain high performance.
Educación
NVQ Level 3 in Pharmacy Technician – IES San Juan De La Cruz (2005-12)
Languages
Native Spanish; Proficient English (C2/Native-level fluency after 16 years in UK).
