Lead Technical Support Engineer

Here; León; Presencial; USD 60,000 - 80,000; Jornada completa

Descripción de la vacante

A leading company in location services is seeking a Lead Technical Support Engineer to enhance customer satisfaction through technical expertise and support. The role involves training customers, resolving issues, and collaborating with internal teams to ensure optimal use of HERE products. Ideal candidates will have extensive experience in technical support and a strong background in mapping technologies.

Formación

• 8+ years of relevant technical experience, including 2+ years in customer-facing roles.
• Excellent communication and presentation skills.
• Strong understanding of mapping technologies.

Responsabilidades

• Analyze and debug software issues reported by customers.
• Train and assist customers in using HERE products.
• Manage customer relationships and resolve conflicts.

Conocimientos

Problem Solving

Communication

Customer Focus

Analytical Mindset

Educación

Undergraduate degree in Computer Science or related fields

Herramientas

HTML5/CSS3

Java

Node.js

Descripción del empleo

What's the role?

The Lead Technical Support Engineer (TSE) is an experienced support engineer with a pre-sales mindset, and ensures the Customer makes optimal use of HERE products and services, from the evaluation phase through the production phase and into the maintenance phase. The TSE ensures Customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal here departments. The Lead Technical Support Engineer has strong Customer focus, establishes close relationships with the Customer, product management and sales, and is a subject matter expert of the broad range of here products and services.

MAIN RESPONSIBILITIES

• Must be the go-to technical expert on HERE products:
  • Analyze test and debug software issues reported by the Customers
  • Deliver a swift and effective response until the issue is resolved and the situation is normalized.
  • Address the issue in a systematic approach coordinated 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 consulting assignments for/with the Customer.
  • Train and assist customers in understanding the benefits of HERE technical assets, by leveraging new features and implementing timely updates to all support channels.
  • Working with sales to complete RFQs. Translate Customer needs into requirements, products, and solutions.
  • Tracking and reporting Customer issues to the internal teams.
• Drive continuous improvement to achieve Customer outcomes:
  • Manage Customer needs internally to ensure internal initiatives reflect Customer business and technical requirements. Actively involve other departments as required to have them contribute.
  • Manage tactical relationship with Customers including conflict resolutions, strategic alignment, and communication.
  • Provide direct technical expertise for opportunities in one or multiple domains of knowledge.
  • Seek and collate feedback to shape online community management practices and product ideation.
  • Assist in definition of and specification of usability and serviceability enhancements (improve Customer Experience – CX)Provide feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer).
• Stay sharp and share your knowledge:
  • Continuously nurture and expand your technical readiness
  • Participate in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise.

ENVIRONMENT

• Sense of urgency, SLA and 24/7 mind set, proactive, result oriented, works independently with regular engagement and limited direction from the direct line management
• Drives and motivate cross functional groups within HERE to meet and exceed Customer expectations

SCOPE

• Individual contributor

IMPACT DECISION MAKING

• Impact is to both current and future business. Influences business unit results and/or Customer relationships.
• Decisions, action and errors will normally impact current and future business.

Who are you?

POSITION REQUIREMENTS

• Undergraduate degree in a relevant subject – e.g., Computer Science, Computer Engineering, Software Engineering, Electrical Engineering, or related fields

WORK EXPERIENCE:

• 8+ years of relevant technical experience of which 2+ years in technical pre-sales, technical Customer support, technical consulting or similar Customer facing roles.
• Excellent team player with the ability to work within a collaborative environment.
• Creative, resourceful, and innovative problem solver.
• Great communication skills (including active listening and comprehending requirements).
• Excellent oral presentation skills incl. the ability to simplify complex thoughts/ideas

Industry Experience:

• High technology B2B or B2B2C experience preferred.
• Sound understanding of mapping technologies including map content, geocoding, navigation, GPS, routing, positioning, local search, tile rendering and traffic.
• Excellent mobile application development in Flutter, Android SDK, Swift or React/Redux.
• Proficient in HTML5/CSS3/LESS/SASS, responsive design techniques.
• Service and web development experience - Java / Node.jsProven track record of establishing and maintaining strong cross-team working relationships and collaboration.

Competencies:

• Outstanding interpersonal and communication skills (both oral and written) for appropriate interaction across all management levels.
• Strong soft skills including active listening, diplomacy, dispute resolution, negotiation.
• Strong analytical mindset and a problem solver
• Fluent in English, both written and oral.

PHYSICAL DEMANDS

• Able to travel 25% both domestic and international

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?

Ever checked in somewhere on social media? Ever tracked your online orders? You might be using HERE Technologies every single day without even realizing it. You can find us everywhere: in vehicles, smartphones, drones or third-party apps. We believe that with the right people, we will continue to be a game-changer in the technology industry and improve the daily lives of people around the world. Find out more by going to 360.here.com.

HERE enables people, enterprises and cities around the world to harness the power of location and create innovative solutions that make our lives safer and more efficient. We transform information from devices, vehicles, infrastructure and other sources into real-time location services that play a key role in how we move, live and interact with one another.

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.

Products and Services:

HERE Platform: A mapping and location services platform for industries like automotive, logistics, telecommunications, media, and technology.Maps and Navigation: Offers detailed mapping data for vehicles, mobile apps, and enterprise solutions.Location Data and Analytics: Provides APIs and SDKs for developers to integrate location-based services into applications.Automotive Solutions: Powers navigation systems, real-time traffic updates, and advanced driver-assistance systems (ADAS).

Industries Served:

Automotive and transportationSupply chain and logisticsSmart cities and urban planningTelecommunications and IoT

Key Collaborations and Customers: HERE works with major automotive manufacturers and leaders in technology, offering location services and powering autonomous driving technologies.

Global Reach: HERE operates in over 200 countries, with maps and services tailored for different regions. It supports a wide array of applications, from urban mobility to complex logistics operations.