Sr Technical Support Engineer

hace 2 semanas

Guanajuato, México HERE Technologies A tiempo completo

What's the role?:

- on technical orientation, is excited about learning new technologies and loves sharing knowledge with others.

A HERE Senior Software Engineer builds long term relationships with customers, yearns fast and obsessively drives customer issues towards resolution.

**Main Responsibilities**
- Guide customers through design, integration, validation, and deployment of the components purchased and adopted by the customer
- Write code samples, tutorials, and technical articles for the developer community
- Provide expert, fast, and effective resolution to customers technical issues including technical support ticket resolution
- Manage incident escalation and facilitates root cause analysis and incident response
- Improve the HERE product portfolio by providing customer insights and requirements for new features
- Drive continuous improvement, own resolution of technical issues, implement corrective actions
- Communicate effectively with internal stakeholders to deliver on customer expectations
- Innovate, break silos, and challenge the status quo in the pursuit of customer success
- Act as the primary customer point of contact for technical issue during the entire customer lifecycle
- Work independently with regular engagement and direction from management

Who are you?:

- 5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles
- Extensive knowledge of cloud software/architecture and the ability to execute with mínimal assistance
- Technical support experience with client/server, network, APIs, and cloud (AWS) service delivery
- Troubleshooting and software debugging experience in multi-user, high availability platforms
- Incident and escalation management experience in 24/7 mission critical systems
- Full-Stack developer skills: front/back-end, database, software design, webservices, microservices
- SDK experience (iOS, Android) and client-side technology experience
- Experience with one of the programming languages like Java, Scala, Python, Node.JS, and networking concepts and wireless communication technology
- Self-starter and proven record of executing in fast-moving, cross-functional environments
- Excellent organizational and data driven, analytical skills capable of managing competing priorities
- A calm demeanor to prevent escalations and ease customer issues
- Excellent oral and written communication skills (technical and non-technical)

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

LI-REMOTE

LI-MD3

Who are we?:
HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes - from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us. Watch Video

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