Lead Technical Support Engineer

What's the role?

In this critical role of Lead Technical Support Engineer, you’ll be the go-to technical advisor for our customers—ensuring they extract maximum value from HERE's industry-leading location products and services across the entire lifecycle: from evaluation to production to ongoing optimization.This is more than a support role—it's about partnership, strategy, and advocacy. You'll work cross-functionally with product, engineering, and sales to champion customer success and deliver high-impact technical solutions. In addition you will:

• Act as the primary technical point of contact for strategic customers.

• Diagnose, troubleshoot, and resolve complex software issues across HERE’s platform.

• Lead root cause analysis and drive permanent resolution with timely, executive-level visibility.

• Collaborate with product and engineering teams to align on technical solutions and critical issue escalations.

• Conduct technical training sessions and knowledge-sharing workshops.

• Guide customers through implementation, integration, and feature adoption.

• Translate business needs into technical requirements and influence product roadmaps.
• Work closely with sales teams to support RFQs and technical evaluations.
• Gather and share customer insights with internal stakeholders to drive continuous improvement in product and service delivery.
• Actively contribute to HERE’s technical communities and represent HERE in industry discussions, blogs, and whitepapers.

• Lead continuous improvement initiatives that enhance customer outcomes.

• Provide feedback to Product Management and Engineering on usability and supportability enhancements.

• Contribute to shaping our support processes, knowledge base, and support tooling.

Who are you?

You are someone who has proven ability to work cross-functionally and collaboratively with technical teams, customers, and stakeholders.

• Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering, or a related technical field.
• 8 years of hands-on experience in technical roles, with at least 2 years in a customer-facing capacity such as pre-sales engineering, technical consulting, or support.
• Experience in Mobile app development using Flutter, Android SDK, Swift, or React/Redux.
• Troubleshoot and resolve complex SDK-related issues while collaborating with Engineering team.
• Front-end development expertise with HTML5, CSS3, and responsive design frameworks (LESS/SASS).
• Web and service development skills in Java and/or Node.js.
• Background in high-tech B2B or B2B2C environments.
• Demonstrated success in building and maintaining effective cross-team partnerships.
• Strong communicator who can translate complex technical concepts into clear, actionable insights.
• Fluent in English—both written and spoken.

What we offer

HERE offers an opportunity to work in a cutting-edge technology environment with challenging problems to solve! You can make a direct impact on delivery of company´s strategic goals and the freedom to decide how to perform your work. We will support you in delivering your day-to-day tasks and achieving your personal goals and developing your skills. Personal development is highly encouraged at HERE. You can take different courses and training at our online Learning Campus and join cross-functional team projects within our Talent Platform.

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

You will be part of the Level 2 Technical Support team, providing advanced technical assistance for our platform and services. The core function of this team is to troubleshoot and resolve complex issues escalated from Level 1, ensuring system reliability and customer satisfaction. Responsibilities include analyzing problems, managing support tickets, collaborating with engineering teams for fixes, and supporting customers with SDK integration and programming.