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 product and services. As a Technical Support Engineer, you will be working 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 fast and obsessively drives customer issues towards resolution.
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 loves sharing knowledge with others.

• Degree in Computer Science or related fields.
• Strong problem-solving, analytical & troubleshooting abilities.
• Solid experience with SQL, GIS, DBMS is required.
• Experience with Java, C++, Python, and web development recommended.
• Mobile Application Development experience, APIs, SDK (iOS/Android) 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 preferred.
• Excellent oral and written communication skills (technical and non-technical).
• 5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles.
• Native Arabic speaker.
• Business fluent in English.

• Incident and escalation management experience in 24/7 mission critical systems.

What do we offer?

• An opportunity to work with extraordinary people

• Intellectual challenging problems to solve

• Variety in the types of projects, lots of innovation and emphasis 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. - #LI-MS1
As part of HERE Technologies employment process, candidates will be required to successfully complete a background verification process. This offer and any related claims are subject to the successful completion of a background 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 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.