Sr Technical Support Engineer

What's the role?

As an Application Support Engineer sits on the Technical Services team, ensuring HERE's customers get maximum value from HERE products and services through the evaluation, production, and maintenance phases. The Technical Services team partners with Sales and other customer-facing teams to expand and improve adoption of HERE products and services.

The Application Support Engineer is a long term, relationship based, customer facing support role, working in a fast-moving environment that values customer empathy as well as technical proficiency. This role provides L1/L2 support and it is responsible for P1/P2 escalations, and will serve as the go-to technical expert on HERE products and support software applications for customers.

The Ideal Candidate Posesses

• Customer orientation and excellent communication skills that enable them to effectively represent the Voice of the Customer internally while safeguarding HERE’s business interest.
• An ability to think strategically about business, product, and technical challenges as they help our customers leverage HERE services to solve their business problems is required.
• Skills that allow them to will analyze, reproduce, and debug data and software issues reported by Customers and come up with recommendations and drive issues to resolution.
• A desire to provide actionable insights and drive continuous improvement opportunities, given the broad exposure to customer, products, and process.
  
  

Who are you?

• 3-5 years of experience with web services, cloud-based application programming and its associated infrastructure (APIs, RESTful APIs, SDKs, XML, JSON, JavaScript).
• Understanding of service maturity, functional and non-functional requirements.
• Strong problem-solving, data-driven, and analytical orientation with the ability to identify root cause of issues, corrective actions and report to customers and internal stakeholders.
• Excel at cross-functional leadership and collaboration, with an ability to influence others.
• Project management proficiency with results-driven mindset.
• Ability to manage multiple priorities within a fast-paced environment.
• Outstanding interpersonal and communication (written/verbal) skills. Ability to dive into complex technical issues while keeping the big picture in mind.
• Stay calm in stressful customer situations; act with a sense of urgency to respond and build customer trust.
• Self-motivated and take responsibility for seeing tasks through to successful completion.
  
  

The expected base salary range for this position is $80,000 to $95,000 per year. Actual compensation will be based on factors such as skills and experience. This position is also eligible for an annual performance bonus, which is subject to company and individual performance.

Life at HERE comes with generous benefits to support your health and overall wellness. Benefits available to US-based HERE employees include health (Medical/Dental/Vision) insurance, retirement savings plans, paid time off & leave policies .

As part of HERE Technologies employment process, candidates will be required to successfully complete a background verification process. Offers of employment and any related claims are subject to the successful completion of a background verification. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, HERE will consider for employment qualified applicants with arrest and conviction records.

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.

Under Section 503 of the Rehabilitation Act of 1973 and VEVRAA, we have developed an affirmative action program (AAP) for individuals with disabilities and protected veterans. Portions of the AAP are available for review by applicants and employees through our People Team.

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.