Sr Technical Support Engineer

HERE•Chicago, IL

About The Position

We are seeking a Senior 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.

Requirements

3+ years working with mobile applications and cloud services (e.g., RESTful APIs, SDKs, Java) with a strong focus on supporting mobile SDK applications, including 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.
Strong understanding of mapping technologies: geocoding, navigation, GPS, routing, positioning, traffic, and tile rendering.
Strong analytical and problem-solving skills.
Project management proficiency with a results-driven mindset.
Able to manage multiple priorities in a fast-paced environment.
Self-motivated and accountable, with a track record of seeing tasks through successful completion.
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.
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.

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.
Act as a technical escalation point for complex or high-impact customer issues.
Drive timely resolution for high-visibility customer escalations.
Identify root causes, define permanent corrective actions.