Lead Technical Support Engineer

What's the role?

In this role, you will support the whole portfolio of HERE products and services, which is resulting in a very diverse and interesting day-to-day set of activities. Whilst being the technical interface, you manage technical requests and questions from and to the customer. You can rely on a dedicated, technically very knowledgeable team with a great team spirit. The position includes collaboration with cross functional internal teams in an international environment. 

In this senior, customer-facing role you are responsible for issue resolution, product education and communicating customers’ product needs to HERE divisions. As Our Senior Technical Support Engineer you are instrumental in ensuring customer satisfaction via product & services support and issue resolution/ticket management. The ideal candidate for this role will be able to support both HERE’s Map Content and Platform services.

The key responsibilities for this role are to: 

• Act as an advocate for HERE's Products & Platform Services within the customer space
• Take responsibility for post-sale support of HERE’s data products. Pro-actively identify new opportunities
• Be responsible for managing customer needs and expectations internally, to ensure internal initiatives that reflect customer business and technical requirements. To be actively involved with other departments in order to have them contribute to the customer requirements
• Manage relationships with customers in support of HERE Products, including conflict resolutions, strategic alignment, customer expectations, negotiations and communication
• Manage conflict resolution and communication when customers and HERE have competing technical objectives. Take the lead when OEMs or SVs are impacted on a specific topic
• Analyze, debug and resolve customers’ map compilation and Web API issues and manage customer tickets.
  
• Develop and present standard and advanced training to customers, including development of proprietary training materials for support of new or existing HERE data products
• Coordinate and provide trainings for fellow TCS Engineers as well as internal Sales support groups, including development of proprietary training materials for support of new or existing company data products
• Provide testing support for internal and external applications of HERE database. Organize testing efforts that cover more than one country

Who are you?

This is an exciting opportunity to work in a dynamic role, engaging with key stakeholders and customers. You will collaborate closely with engineers from both client teams and HERE’s development teams, gaining valuable hands-on experience in a highly technical environment.

To excel in this role, you should have:

• Understanding of programming languages like JavaScript, Java or C++, along with basic knowledge of Web development 
• Solid experience with SQL. Experience with Java and mobile Application Development(iOS/Android) is a plus.
• Experience in NDS is an added advantage
• Previous customer-facing experience or the ability to effectively communicate with both internal and external stakeholders is beneficial.
• Strong analytical and problem-solving skills with a proactive, solution-oriented mindset.
• Proficiency in ticket management, including tracking issues, driving resolutions, and maintaining clear status reporting.
• A proactive approach to troubleshooting and addressing technical questions
• A passion for continuous learning, with a willingness to provide internal training and share best practices.
• Strong interpersonal skills, including active listening, effective communication, and approachability.
• The ability to engage and collaborate with individuals across all levels of an organization.
• A demonstrated ability to work across functional teams to achieve common goal
• Business fluency in English
• Work experience in automotive or GIS related industries is nice to have

This role offers an excellent opportunity to grow, innovate, and contribute to cutting-edge solutions in a collaborative environment. If you're passionate about technology and problem-solving, we’d love to hear from you!

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.

As part of HERE Technologies employment process, candidates will be required to successfully complete a pre-employment screening process. This offer and any related claims are subject to the successful completion of pre-employment screening. This will involve employment, education, and criminal verification if applicable

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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.