What's the role?
As a Lead Technical Support Engineer, you will ensure that HERE’s customers maximize the value of our products and services throughout evaluation, deployment, and maintenance phases. You will partner closely with sales representatives to deliver seamless customer support and successful outcomes.
Your main responsibilities include
Providing post-sale technical support, including installation, troubleshooting, issue resolution, and maintenance
Responding to customer inquiries and resolving system and software malfunctions
Analyzing, reproducing, and debugging customer-reported issues, providing recommendations, and driving them to resolution
Advising customers on preventive maintenance and configuration improvements to enhance performance and satisfaction
Representing the "Voice of the Customer" internally while safeguarding HERE’s business interests
Delivering L1/L2 support and managing P1/P2 escalations
Leading cross-functional collaboration with engineering and product teams to resolve complex issues and improve services
Identifying insights and driving continuous improvement initiatives based on customer and product feedback
Contributing to knowledge sharing and best practices across the team
Who are you?
You are a strong candidate for this role if you possess the following skills, competencies, and work experiences.
A degree in Software Engineering, IT, Computer Science, or a related field
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8+ years of experience in product or software support, including web services and cloud-based applications (e.g., APIs, RESTful APIs, SDKs, XML, JSON, JavaScript)
Solid understanding of service maturity, as well as functional and non-functional requirements
Proven SQL skills (Oracle, SQL Server, PostgreSQL, MySQL, or SQLite)
Strong analytical, data-driven problem-solving skills, with the ability to identify root causes and communicate solutions effectively
Ability to manage multiple priorities in a fast-paced environment
Excellent written and verbal communication skills in English and Japanese
Ability to dive into complex technical issues while maintaining a broader perspective
Ability to remain calm under pressure while responding with urgency to build customer trust
Self-motivated, with a strong sense of ownership and delivery focus
Experience in the automotive industry and/or mobile application development (iOS or Android) is a plus
HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.
Who are we?
HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.
At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.
