As a Lead Technical Support Engineer on our China Team, you will ensure that HERE's customers get maximum value from HERE products and services through the evaluation, production, and maintenance phases. You will partner with sales representatives to expand and improve Customer's adoption of HERE products and services.You are effectively the go-to technical expert on HERE products and support software applications for customers.
Your main responsibilities include :
- Effectively representing the 'Voice of the Customer' internally, while safeguarding HERE's business interest.
- Thinking about business, product, and technical challenges as you help our customers leverage HERE services to solve their business problems.
- Analyzing, reproducing, and debugging data and software issues reported by Customers and coming up with recommendations and driving issues to resolution.
- Providing L1/L2 technical support and being responsible for P1/P2 escalations.
- Providing actionable insights and driving continuous improvement opportunities, given the broad exposure to customer, products, and process.
You will be a strong candidate for this role if you possess the following skills, competencies and experience:
- A degree in Software Engineering/ IT, Computer Science or related fields
- 8+ years of experience in product or software support in areas such as web services, cloud-based application programming and its associated infrastructure (APIs, RESTful APIs, SDKs, XML, JSON, JavaScript).
- Understanding of service maturity, functional and non-functional requirements.
- Validated SQL(Oracle, SQLServer, PostgreSQL, MySQL or SQLite) skills
- Problem-solving skills , being data-driven, and with an analytical orientation with the ability to identify root cause of issues, corrective actions and report to customers and internal stakeholders.
- Ability to manage multiple priorities within a fast-paced environment.
- Strong interpersonal and communication (written/verbal) skills. Ability to dive into complex technical issues while keeping the big picture in mind.
- Ability to stay calm in stressful customer situations; ability to act with a sense of urgency to respond and build customer trust.
- Self-motivated and take responsibility for seeing tasks through to successful completion.
- Good command of English & fluent in Mandarin (written, spoken)
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. www.here.com
Skills Required
- Degree in Software Engineering, IT, Computer Science or related field
- 8+ years experience in product or software support (web services, cloud-based applications)
- Experience with APIs and RESTful APIs, SDKs
- Proficiency with XML and JSON
- JavaScript experience
- Validated SQL skills (Oracle, SQLServer, PostgreSQL, MySQL or SQLite)
- Experience providing L1/L2 technical support and handling P1/P2 escalations
- Understanding of service maturity, functional and non-functional requirements
- Strong problem-solving, analytical and root-cause identification skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong interpersonal and written/verbal communication skills
- Calm under pressure and acts with urgency in customer situations
- Self-motivated and accountable for task completion
- Good command of English and fluent in Mandarin (written and spoken)
What the Team is Saying
HERE Technologies Compensation & Benefits Highlights
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Healthcare Strength — Medical, dental, and vision coverage is paired with life and disability insurance and an Employee Assistance Program. Core health coverage in the U.S. is often described as solid and high quality.
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Leave & Time Off Breadth — Vacation/PTO, sick leave, paid holidays, paid volunteer time, and a formal sabbatical policy are offered. These programs provide notable breadth beyond standard leave.
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Parental & Family Support — Parental leave is offered and often described as generous, with maternity and paternity options referenced. Family-oriented policies are visible, though specific durations differ by location.
HERE Technologies Insights
What We Do
HERE Technologies is a location data and technology company that created the first digital map over 35 years ago. Today we are the world's leading location platform company with a global footprint across 52 countries. Although our strongest presence is in the automotive industry, we also work with leading companies across a wide range of industries, including transport and logistics, mobility, manufacturing and retail and the public sector.
Why Work With Us
At HERE, we're always excited about discovering people who share our passion for building innovative solutions that make the world easier to navigate. We believe our success is powered by our team's diversity, creativity and collaboration and we're always looking for opportunities to grow it further.
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HERE Technologies Offices
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Employees engage in a combination of remote and on-site work.
