Sr Technical Support Engineer

HERE Technologies•Chicago, IL

2d•$90,000 - $95,000

About The Position

We are looking for a problem solver who wants to help redefine how Technical Support works in the age of AI. This role sits at the intersection of customers, HERE location technology, automation, and Generative AI. You will solve complex real-world customer problems while building AI-powered solutions that make those problems easier to diagnose and resolve at scale. This is an opportunity for an experienced technical engineer to expand their applied AI skills while directly influencing how AI is used across Technical Support.

Requirements

3+ years of experience in Technical Support, Application Support, Software Engineering, DevOps, SRE, Solutions Engineering, or a related technical role.
Strong troubleshooting skills involving APIs, SDKs, cloud applications, or distributed systems.
Hands-on programming or scripting experience, preferably Python, and experience working with REST APIs.
Hands-on experience building, prototyping, or experimenting with Generative AI applications or AI-assisted workflows.
Strong customer communication skills with the ability to translate complex technical problems into clear solutions and collaborate across engineering and product teams.

Nice To Haves

Experience with RAG, agents, LLM evaluation, or production AI deployment is a plus.

Responsibilities

Diagnose and resolve complex customer issues involving HERE data, APIs, SDKs, and applications.
Build AI-powered tools and automation that improve troubleshooting, issue resolution, and support quality.
Identify recurring technical problems and turn successful solutions into reusable capabilities and workflows.
Experiment with emerging AI technologies and identify practical opportunities to apply them within Technical Support.
Develop and share engineering practices, knowledge, and solutions that benefit the broader Technical Support organization.