Sr Technical Support Engineer

As the Senior Technical Support Engineer, you are an experienced support engineer with a pre- 

sales/post sales mindset and ensure the Customer makes optimal use of HERE products and 

services, from the evaluation phase through the production phase and into the maintenance 

phase. You will ensure customer satisfaction by providing technical training, resolving issues and 

being the voice of the Customer to internal HERE departments. You have strong customer focus, 

establish close relationships with the Customer, product management and sales, and are a 

subject matter expert of the broad range of HERE products and services. 

Your main responsibilities include: 

• Analyzing tests and debugging software issues reported by customers 
• Addressing issues in a systematic approach coordinating 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 
• Providing direct technical expertise for opportunities in one or multiple domains of knowledge 
• Seeking and collating feedback to shape online community management practices and product ideation 
• Manage Customer needs internally to ensure internal initiatives reflect Customer business and technical requirements. 
• Manage tactical relationships with Customers including conflict resolutions, strategic alignment, and communication 
• 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) 

You are a strong match for this role if you possess the following skills, competencies and experience:

• A degree in computer science, computer engineering, electrical engineering or related fields
• 5+ years of relevant technical experience of which 2+ years in technical customer support, technical consulting or similar customer facing roles
• 3+ years of experience with web services, cloud-based application programming and its associated infrastructure (APIs, RESTful APIs, SDKs, XML, JSON, JavaScript).
• Strong analytical mindset and problem-solving attitude
• Understanding of service maturity, functional and non-functional requirements
• Excellent team player with the ability to work within a collaborative environment
• Great written communication and oral presentation skills including the ability to simplify complex thoughts/ideas
• Capable of working highly independently with minimal engagement and direction from the management
• Good communication skills in English and Korean
• Experience in supporting or working with automotive OEM is a plus.
• Exposure to map and location-based technologies and services is a plus.
• Mobile development experience with Android, iOS and/or flutter is a plus.

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.

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.