Lead Technical Support Engineer

HERE Technologies

1d•Remote

About The Position

We are seeking a Lead Technical Support Engineer with a strong background in mobile and embedded SDK application development who thrives at the intersection of technical expertise and customer success. In this critical role, you’ll serve as a trusted technical advisor for customers, helping them unlock maximum value from HERE’s industry‑leading location products and services across the entire lifecycle, including evaluation, production, and optimization. The ideal candidate possesses customer orientation and excellent communication skills that enable them to effectively represent the Voice of the Customer internally while safeguarding HERE’s business interest. An ability to think strategically about business, product, and technical challenges as they help our customers leverage HERE services to solve their business problems is required. Skills that allow them to analyze, reproduce, and debug data and software issues reported by Customers and come up with recommendations and drive issues to resolution. A desire to provide actionable insights and drive continuous improvement opportunities, given the broad exposure to customer, products, and process.

Requirements

5+ years working with mobile applications and cloud services (e.g., RESTful APIs, SDKs, Java) with a strong focus on supporting mobile SDK applications
2+ years in a customer-facing role
Expert-level capability in diagnosing production issues for customer-facing SDK implementations across Android, iOS, and Flutter with native (C/C++) stack traces, symbolicated crash logs, and managed call stacks
Deep understanding of SDK architecture, application development lifecycle
Ability to guide complex integration decisions and drive HERE product adoption and long-term customer success
Strong analytical and problem-solving skills to identify root causes, define permanent corrective actions, and drive timely resolution for high-visibility customer escalations
Project management proficiency with a results-driven mindset
Self-motivated and accountable, with a track record of seeing tasks through successful completion

Nice To Haves

Experience developing applications in embedded, IVI, and automotive environments (e.g., Android Automotive OS, AOSP), as well as mobile applications on iOS and Flutter, using Kotlin/Java or Swift
Strong understanding of mapping technologies: geocoding, navigation, GPS, routing, positioning, traffic, and tile rendering
Experience leading training sessions, knowledge sharing workshops, and technical deep dives with customers and internal teams

Responsibilities

Serve as a trusted technical advisor for customers, helping them unlock maximum value from HERE’s industry‑leading location products and services across the entire lifecycle, including evaluation, production, and optimization
Effectively represent the Voice of the Customer internally while safeguarding HERE’s business interest
Think strategically about business, product, and technical challenges as they help customers leverage HERE services to solve their business problems
Analyze, reproduce, and debug data and software issues reported by Customers
Come up with recommendations and drive issues to resolution
Provide actionable insights and drive continuous improvement opportunities
Diagnose production issues for customer-facing SDK implementations across Android, iOS, and Flutter with native (C/C++) stack traces, symbolicated crash logs, and managed call stacks
Guide complex integration decisions and drive HERE product adoption and long-term customer success
Identify root causes, define permanent corrective actions, and drive timely resolution for high-visibility customer escalations
Act as a technical escalation point for complex or high-impact customer issues
Manage multiple priorities in a fast-paced environment
See tasks through successful completion