Sr Technical Support Engineer

What's the role? As the Senior Technical Support Engineer, you are an experienced support engineer with a pre-sales/post sales mindset and ensure the Customer makes op ti mal use of HERE products andservices, from the evalua ti on phase through the produc ti on phase and into the maintenancephase. You will ensure customer sa ti sfac ti on by providing technical training, resolving issues andbeing the voice of the Customer to internal HERE departments.

You have strong customer focus,establish close rela ti onships with the Customer, product management and sales, and are asubject ma tt er expert of the broad range of HERE products and services.

Your m Ain r Esponsibilities i Nclude Analyzing tests and debugging so ft ware issues reported by customers Addressing 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 plans Work on technical consul ti ng assignments for/with the customer Providing direct technical exper ti se for opportuni ti es in one or mul ti ple domains of knowledge Seeking and colla ti ng feedback to shape online community management prac ti ces and product ideation Manage Customer needs internally to ensure internal ini ti a ti ves reflect Customer business and technical requirements.

Manage tac ti cal rela ti onships with Customers including conflict resolu ti ons, strategic alignment, and communication Assist in defini ti on of and specifica ti on of usability and serviceability enhancements (improve Customer Experience – CX) Provide feedback to Sales, Product Marke ti ng, and Product Management on current and future product requirements (acts as the voice of the Customer) Who are you? You are a strong match for this role if you possess the following skills, competencies and experience:

A degree in computer science, computer engineering, electrical engineering or related fields 5+ years of relevant technical experience of which 2+ years in technical customer support, technical consulting or similar customer facing roles 3+ years of experience with web services, cloud-based application programming and its associated infrastructure (APIs, RESTful APIs, SDKs, XML, JSON, JavaScript).

Strong analytical mindset and problem-solving attitude Understanding of service maturity, functional and non-functional requirements Excellent team player with the ability to work within a collaborative environment Great written communication and oral presentation skills including the ability to simplify complex thoughts/ideas Capable of working highly independently with minimal engagement and direction from the management Good communication skills in English and Korean Experience in supporting or working with automotive OEM is a plus. Exposure to map and location-based technologies and services is a plus. Mobile development experience with Android, iOS and/or flutter is a plus.

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.