As the Lead 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:
Analyzing tests and debugging software issues reported by customersAddressing issues in a systematic approach coordinating across teams and stakeholders to ensure alignment on criticality with a “single source of truth”, timely executive visibility and reporting, have lessons learned built into actionable follow-up plansWorking on technical consulting assignments for/with the customerWorking with sales to complete RFQs and translating customer needs into requirements, products, and solutionsProviding direct technical expertise for opportunities in one or multiple domains of knowledgeProviding feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer)Participating in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise 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 fields5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical Customer support, technical consulting or similar customer facing rolesStrong experience in software development in Java and/or Python. Experience in SQL, ArcGIS, or Oracle DBMS is desirableMobile Application Development experience (iOS or Android) will be an advantageExposure to Unix/Linux and experience in AWS ( or any other Cloud Ecosystem) Comfortable with CI/CD processes and tools such as Git, Gerrit, Jenkins.Great communication skills in English and Japanese ( Written and Spoken)Well developed analytical skills and problem-solving mind set
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.
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