Sr Technical Support Engineer

HERE Technologies
Jokohama, Japan
Added: February 26, 2024
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 optimal use of HERE products and services, from the evaluation phase through the production phase and into the maintenance phase. In this role, you will ensure customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal HERE departments.

Your Main Responsibilities Include

  • Analyzing tests and debugging software 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
  • Working on technical consulting assignments for/with the customer
  • Providing direct technical expertise for opportunities in one or multiple domains of knowledge
  • Seeking and collating feedback to shape online community management practices and product ideation

Who are you?

You have strong customer focus, establish close relationships with key internal stakeholders and have the ambition to become a subject matter expert of the broad range of HERE products and services.

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
  • 4+ years of relevant technical experience of which 1+ years in technical Customer support, technical consulting or similar Customer facing roles
  • Mobile development experience with android, iOS and/or flutter is a plus
  • Experience supporting or working with automotive OEM is a plus
  • Exposure to map and location-based technologies and services is nice to have,though not mandatory
  • Full-Stack developer level skills: front-end, back-end, database, software design, webservices and microservices
  • Experience with AWS Cloud or any other Cloud ecosystems
  • Capable of working in a highly independently manner, collaborating with global teams and with regular engagement and direction from the management.
  • Strong analytical mindset and a problem solver attitude
  • Participate in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise
  • Fluent in English and Japanese

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.