Technical Escalation Engineer

Who are we:

Raptee.HV is a full- stack electric motorcycle startup with a very strong technical moat, founded in 2019 by four engineers from Chennai (Ex Tesla, Wipro), working on bringing a no-compromise upgrade motorcycle to an otherwise scooter- only EV market. Raptee is incubated at CIIC & ARAI.

Role Overview

This position acts as the critical technical bridge between the frontline field service network and the internal R&D engineering teams. When standard field technicians encounter complex, undocumented edge cases, this engineer steps in to diagnose the vehicle, resolve the immediate issue, and translate the fix into a repeatable process.

What You’ll Do:

• Advanced Field Diagnostics: Serve as the final escalation point for unresolved field issues. Step in to diagnose complex edge cases that bypass standard service SOPs.
• R&D Troubleshooting & Ideation: Brainstorm and collaborate directly with R&D hardware and software teams to reverse-engineer field failures and develop permanent engineering countermeasures.
• SOP & Tooling Translation: Convert complex engineering fixes into simplified, actionable Service Bulletins. Work with cross-functional teams to standardize the diagnostic tools required for regional technicians to handle these issues independently in the future.
• Closed-Loop Quality Feedback: Feed root-cause data directly back to the Quality and Manufacturing teams to ensure newly discovered field defects are instantly added to the production quality checks on the manufacturing floor.
• Crisis Intervention: Deploy rapidly to the field for critical vehicle-down scenarios that present safety concerns, ensuring swift technical resolution and customer stabilization.

Who Can Apply?

• Degree in Electrical, Electronics, or Automotive Engineering with deep, hands-on experience in EV architectures and battery systems.
• Proven ability to read vehicle logs, troubleshoot complex wiring harnesses, and debug software/firmware issues.
• Strong cross-functional communication skills, capable of translating highly technical R&D data into practical, step-by-step field technician instructions.
• High tolerance for ambiguity and a structured approach to solving entirely undocumented problems under pressure.

Performance Metrics (KPIs)

• Mean Time to Resolution (MTTR) for escalated edge cases.
• Number of Service Bulletins or Engineering Change Requests (ECRs) successfully generated from field data.
• Zero repeat escalations for edge cases that have been transitioned into standard service SOPs.

What’s In It for You:

• Opportunity to work in a fast-paced and dynamic environment.
• Opportunities for professional advancement as the company undergoes expansion.
• A culture that fosters collaboration and creativity within the team.
• Collaborate closely with seasoned experts in the field.
• Gaining an entry point into the field of automobile development.