Sr Technical Support Engineer (Remote)

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timePosted 2 days ago location United States salarySalary undisclosed
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Job Description

What's the role?:
As a Sr Technical Support Engineer, you ensure 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 Customers adoption of HERE products and services.You must possess customer orientation and excellent communication skills that enable you to effectively represent the Voice of the Customer internally while safeguarding HEREs business interest. An ability to think strategically about business, product, and technical challenges as you help our customers leverage HERE services to solve their business problems is required.You will be the go-to technical expert on HERE products and support software applications for customers. You will analyze, reproduce, and debug data and software issues reported by Customers and come up with recommendations and drive issues to resolution. This role provides L1/L2 support and it is responsible for P1/P2 escalations.Another important aspect of the role, it is to provide actionable insights and drive continuous improvement opportunities, given the broad exposure to customer, products, and process.The Sr. Technical Support Engineer is a long term, relationship based, customer facing support role, working in a fast-moving environment that values customer empathy as well as technical proficiency.

Who are you?:
3-5 years of experience with 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.Strong problem-solving, data-driven, and analytical orientation with the ability to identify root cause of issues, corrective actions and report to customers and internal stakeholders.Excel at cross-functional leadership and collaboration, with an ability to influence others. Project management proficiency with results-driven mindset.Ability to manage multiple priorities within a fast-paced environment.Outstanding interpersonal and communication (written/verbal) skills. Ability to dive into complex technical issues while keeping the big picture in mind.Stay calm in stressful customer situations; act with a sense of urgency to respond and build customer trust.Self-motivated and take responsibility for seeing tasks through to successful completion.Bachelors level degree in Computer Science or related field

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. Find out more by clicking the video below or goingHERE.