Sr Technical Support Engineer

HERE Technologies•Chicago, IL

1d•$80,000 - $95,000

About The Position

As an Application Support Engineer sits on the Technical Services team, ensuring HERE's customers get maximum value from HERE products and services through the evaluation, production, and maintenance phases. The Technical Services team partners with Sales and other customer-facing teams to expand and improve adoption of HERE products and services. The Application 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. This role provides L1/L2 support and it is responsible for P1/P2 escalations, and will serve as the go-to technical expert on HERE products and support software applications for customers. The ideal candidate posesses: 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 will 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

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.