Sr Technical Support Engineer

What’s the role

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 products and services. As a Technical Support Engineer, you will work with customers to help them solve location business problems and accelerate value derived from HERE’s products and services. A HERE Technical Support Engineer builds long-term relationships with customers, learns quickly, and obsessively drives customer issues towards resolution.

Main Responsibilities

• Provides expert, fast, and effective resolution to customers' technical issues. Acts 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.
• Provides customer insights and requirements for product development and innovation, and implements corrective actions to improve the HERE product portfolio.
• Innovates, breaks silos, and challenges the status quo in pursuit of customer success.

Who are you

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

• Degree in Computer Science or related fields.
• Strong problem-solving, analytical, and troubleshooting abilities.
• Solid experience with SQL, GIS, and DBMS.
• Experience with Java, C++, Python, and web development is recommended.
• Mobile application development experience, APIs, SDKs (iOS/Android) are recommended.
• Familiarity with location technologies including map tiles, geocoding, search, navigation, GPS, routing, positioning, rendering, and traffic. Understanding of infotainment, telematics, and wireless communication technology is preferred.
• Excellent oral and written communication skills (both technical and non-technical).
• 5+ years of relevant technical experience, including 2+ years in technical pre-sales, customer support, technical consulting, or similar customer-facing roles.
• Native Arabic speaker.
• Business fluency in English.
• Experience in incident and escalation management in 24/7 mission-critical systems.

What do we offer

• An opportunity to work with extraordinary people.
• Engagement with intellectually challenging problems.
• Variety in project types, lots of innovation, and a focus on making processes efficient.

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.

As part of HERE Technologies’ employment process, candidates will be required to complete a background verification. This offer and any related claims are subject to successful completion of this verification.

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 to guiding drivers to their destinations 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 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.