Senior Platform Support Engineer - CRM/SaaS

HERE Technologies
Nayarit, Mexico/Remote
Added: March 7, 2024
What's the role?

HERE Technologies is looking for a Senior Platform/Product Support Engineer with a passion to support and guide customers during the entire end-to-end customer lifecycle.

As a Senior Platform Support Engineer , you will support customers and HERE Sales Teams to manage customer account onboarding, enabling sales quotes, analyzing commercial models and trouble shoot potential issues encountered during the customer journey.

You are passionate about customer success and deliver amazing experiences. The ideal candidate possesses a growth mindset, strong hands- on technical orientation, is excited about learning new technologies and loves sharing knowledge with others. A HERE Senior Platform/Product Engineer builds long term relationships with customers, yearns fast and obsessively drives customer issues towards resolution.

Main Responsibilities

  • Provide expert, fast, and effective response and resolution to users (i.e., Customers and Internal HERE users) technical issues including technical support ticket resolution
  • Cooperate with technical support and/or other departments on more complex issues and questions
  • Escalate and work with the external vendors to resolve issues and manage improvements
  • Manage incident escalation and facilitates root cause analysis and incident response
  • Coordinate with internal development team to resolve issues related to the system being supported
  • Updating and maintaining an operations run book and documenting other processes as required
  • Drive continuous improvement, own resolution of technical issues
  • Drive continuous improvement, own resolution of technical issues, implement corrective actions
  • Communicate effectively with internal stakeholders to deliver on customer expectations
  • Innovate, break silos, and challenge the status quo in the pursuit of customer success
  • Work independently with regular engagement and direction from management

Who are you?

Who are you?

  • Degree ideally in engineering/technical field or equivalent working experience
  • 5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles
  • 2+ years of experience in ERP/CRM/Billing - SAP, Microsoft, Oracle, SFDC especially related to the Lead to Cash process area
  • Good understanding of Enterprise customer journey best practices
  • Troubleshooting and software debugging experience in multi-user, high availability platforms
  • Self-starter and proven record of executing in fast-moving, crossfunctional environments
  • Excellent organizational and data driven, analytical skills capable of managing competing priorities
  • A calm demeanor to prevent escalations and ease customer issues
  • Excellent oral and written communication skills (technical and nontechnical)

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.