Technical Support Engineer

HERE Technologies; León; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global technology company located in León, Mexico, is seeking a Technical Support Engineer to provide expert resolution for customer technical issues. The role requires strong problem-solving and communication skills, along with experience in mobile application development and location technology. Ideal candidates will have over 5 years of relevant technical experience and a degree in Computer Science or related fields. This position offers an opportunity to work closely with development teams and engage directly with customers.

Formación

• 5+ years of relevant technical experience in customer-facing roles.
• Experience with location technologies such as geocoding and navigation.
• Strong understanding of networking concepts like DNS and TCP/IP.

Responsabilidades

• Provide expert resolution to customer technical issues.
• Support developers using HERE Location APIs.
• Manage incident response and escalation effectively.

Conocimientos

Problem-solving

Technical communication

Analytical skills

Full-Stack development

Mobile application development

Educación

Degree in Computer Science, Electrical Engineering, or related fields

Herramientas

Java

C++

Python

SQL

ArcGIS

Oracle

Descripción del empleo

Technical Support Engineer

Job Locations MX-Leon

What’s the role?

Main Responsibilities

• Provides expert, fast, and effective resolution to customers’ technical issues. Operates as the go-to technical expert for HERE products.
• Supports developers using HERE Location APIs and authors code samples, tutorials, and technical articles for the developer community.
• Manages incident response and escalation. Facilitates root cause analysis.
• Improves the HERE product portfolio by providing customer insights and requirements for product development and innovation and implements corrective actions.
• Innovates, breaks silos, and challenges the status quo in the pursuit of customer success.

Who are you?

You are passionate about customer success, excited about learning new technologies and someone who loves sharing knowledge with others.

• 5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles.
• Full-Stack developer skills: front-end, back-end, database, software design, webservices, microservices.
• Experience with Java, C++, Python, and web development recommended.
• Mobile Application Development experience, APIs, SDK (iOS/Android) required.
• Proficiency with networking concepts such as DNS, HTTP, SSL, OSI Model, and TCP/IP.
• Solid experience with SQL, ArcGIS, Oracle, DBMS is required. Experience with spatial databases is a plus.
• Familiarity with location technologies including map tiles, geocoding, search, navigation, GPS, routing, positioning, rendering and traffic. Understanding of infotainment, telematics, and wireless communication technology preferred.
• Incident and escalation management experience in 24/7 mission critical systems.
• Strong problem-solving, analytical & troubleshooting abilities including Log & Data analysis in multi-user, high availability platforms.
• Degree in Computer Science, Electrical Engineering, or related fields.
• Self-starter and proven record of executing in fast-moving, cross-functional environments.
• Excellent oral and written communication skills (technical and non-technical) in English.

Who are we?

Technical Support is a global organization that provides broad expertise in HERE products and services. We assist in technical sales and work closely with Product, Development and Operations teams to resolve customer issues and improve the functionality of HERE product and services. We are looking for a Technical Support Engineer to join our team. As a Technical Support Engineer, you will be working in direct contact with customers to help them solve location business problems and accelerate value derived from HERE’s products and services. The ideal candidate is passionate about customer success, excited about learning new technologies and loves sharing knowledge with others. A HERE Technical Support Engineer builds long term relationships with customers, learns fast and obsessively drives customer issues towards resolution.

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