Lead Technical Support Engineer

HERE (Melbourne VIC, Australia) 9 days ago

As the Lead Technical Support Engineer you are an experienced support engineer with a pre-sales/post sales mindset, and ensures that 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
  • Working with sales to complete RFQs and translating customer needs into requirements, products, and solutions
  • 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
  • Providing feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer)
  • Participating in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise


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

  • Graduate Degree in Computer Science, Engineering, or related fields
  • 9+ years of relevant technical experience of which 2+ years in technical pre-sales, technical Customer support, technical consulting or similar customer facing roles
  • Strong experience in software development in Java and/or Python. Experience in SQL, ArcGIS, or Oracle DBMS is desirable
  • Mobile Application Development experience (iOS or Android) will be an advantage
  • Exposure to Unix/Linux and experience in AWS with EC2/ECS, S3, ELB, SNS/SQS, CloudWatch, etc.
  • Comfortable with CI/CD processes and tools such as Git, Gerrit, Jenkins.
  • Great communication skills in English (including active listening and comprehending requirements).
  • Well developed analytical skills and problem-solving mind set

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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 going HERE.

Lead Technical Support Engineer

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