Technical Support Engineer II

What's the role

HERE Technologies is looking for a Technical Support Engineer to join our Technical Support team. As a Technical Support Engineer, you will be working with customers to provide technical support, help them solve location business problems and accelerate value derived from HERE's products and services.

A HERE Technical Support Engineer is passionate about customer success and delivers amazing experiences. The ideal candidate possesses a growth mindset, strong technical orientation, is excited about learning new technologies and loves sharing knowledge with others. A HERE Technical Support Engineer builds long term relationships with customers, learns fast and obsessively drives customer issues towards resolution.

This position is part of a team that operates in 24/7 shifts mode and requires hands-on on SW development and troubleshooting issues reported by our Customers. The interview process includes a practical exercise where the coding and trouble shooting skills of the candidates will be evaluated.

• Serves as the primary customer point of contact for product technical support during the entire customer lifecycle
• Provides expert, fast, and effective resolution to customers technical issues. Is the go-to expert on HERE product
• Provides support to developers using APIs and writes code samples, tutorials, and technical articles for the developer community
• Manages incident escalation and facilitates root cause analysis and incident response
• Improves the HERE product portfolio by providing customer insights and requirements for new features
• Drives continuous improvement, takes ownership to solve technical challenges and implement corrective actions
• Communicates effectively with internal stakeholders to deliver on customer expectations
• Innovates, breaks silos, and challenges the status quo in the pursuit of customer success
• Works independently with regular engagement and direction from management

Who are you

• Degree in Computer Science, Computer, Electrical Engineering, or related fields
• 2+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles
• Technical support experience with client, server, network, APIs, and cloud (AWS) service delivery
• Issue troubleshooting and software debugging experience in multi-user, high availability platforms
• Incident and escalation management experience in 24/7 mission critical systems
• Full-Stack developer skills: front-end, back-end, database, software design, webservices, microservices
• Proficiency in the following programming languages Java, Scala, Python and networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP
• Understanding of relational/object-oriented DB technologies and ability to write/debug complex SQL queries. Experience with spatial databases is a plus
• Sound understanding of infotainment, telematics, and wireless communication technology with a depth of experience across sectors - connected car, consumer electronics, public, logistics and telecom preferred.
• Self-starter and proven record of executing in fast-moving, cross-functional environments
• Excellent oral and written communication skills (technical and non-technical)

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.