Sr Technical Support Engineer

As the Senior Technical Support Engineer you are an experienced support engineer with a pre-sales/post sales mindset, and ensures that the Customer makes optimal use of HERE products and services, from the evaluation phase through the production phase and into the maintenance phase. You will ensure customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal HERE departments. You have strong customer focus, establish close relationships with the Customer, product management and sales, and are a subject matter expert of the broad range of HERE products and services.

Your Main Responsibilities Include

• Act as an advocate for HERE’s Products & Platform Services within the customer space. 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.
• Manages incident escalation and facilitates root cause analysis and incident response
• Drive continuous improvement, takes ownership to solve technical challenges and implement corrective actions
• Innovates, breaks silos, and challenges the status quo in the pursuit of customer success
• Works independently with regular engagement and direction from management
• Manage relationships with customers in support of HERE Products, including conflict resolutions, strategic alignment, customer expectations, negotiations and communication.
• Analyze, debug and resolve customers’ map compilation and Web API issues.
• Providing feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer)

Who are you?

You are a strong candidate for this role if you possess the following skills, competencies, and work experience

• Graduate Degree in Computer Science, Engineering, or related fields
• 6 + years of relevant technical experience of which 2+ years in technical pre-sales, technical Customer support, technical consulting or similar customer facing roles
• Strong experience in software development in Java and/or Python. Experience in SQL, ArcGIS, or Oracle DBMS is desirable
• Mobile Application Development experience (iOS or Android) will be an advantage
• Exposure to Unix/Linux and experience in AWS with EC2/ECS, S3, ELB, SNS/SQS, CloudWatch, etc.
• Comfortable with CI/CD processes and tools such as Git, Gerrit, Jenkins.
• Great communication skills in English and Korean (including active listening and comprehending requirements).
• Well developed analytical skills and problem-solving mind set
• Understanding of the Automotive domain, previous experience with Auto customers is a plus
• Knowledge or understanding of mapping or location technology will be an added bonus.
• Willingness to continued learning. Actively provide trainings on products and share best practices internally.
• Domestic and potentially international travel for customer meetings (<25%).
• A demonstrated ability to work across functional teams to achieve common goals and lead activities.

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. Watch Video