Lead Technical Support Engineer

What's the role?

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.

Who are you?

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).
• Building/evaluating ML models and/or agent workflows; familiarity with retrieval-based systems and evaluation/quality approaches.
• 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