Sr Technical Support Engineer L1
Job Locations MX-Leon Requisition ID 2020-56911 Category Sales
What's the role?
The Senior Technical Support Engineer (TSE) is an experienced support engineer with a pre-sales mindset, and ensures the Customer makes optimal use of HERE products and services, from the evaluation phase through the production phase and into the maintenance phase.
The Sr TSE ensures Customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal here departments.
The Senior Technical Support Engineer has strong Customer focus, establishes close relationships with the Customer, product management and sales, and is a subject matter expert of the broad range of here products and services.
Must be the go-to technical expert on HERE products :
Analyze test and debug software issues reported by the Customers
Deliver a swift and effective response until the issue is resolved and the situation is normalized
Address the issue in a systematic approach coordinated across teams and stakeholders to ensure alignment on criticality with a single source of truth , timely Executive visibility and reporting, have lessons learned built into actionable follow-up plans
Work on technical consulting assignments for / with the Customer
Train and assist customers in understanding the benefits of HERE technical assets, by leveraging new features and implementing timely updates to all support channels
Working with sales to complete RFQs. Translate Customer needs into requirements, products, and solutions
Tracking and reporting Customer issues to the internal teams
Drive continuous improvement to achieve Customer outcomes :
Manage Customer needs internally to ensure internal initiatives reflect Customer business and technical requirements. Actively involve other departments as required to have them contribute
Manage tactical relationship with Customers including conflict resolutions, strategic alignment, and communication
Provide direct technical expertise for opportunities in one or multiple domains of knowledge
Seek and collate feedback to shape online community management practices and product ideation
Assist in definition of and specification of usability and serviceability enhancements (improve Customer Experience CX)
Provide feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer)
Stay sharp and share your knowledge :
Continuously nurture and expand your technical readiness
Participate in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertis
Sense of urgency, SLA and 24 / 7 mind set, proactive, result oriented, works independently with regular engagement and direction from the direct line management
Drives and motivate cross functional groups within HERE to meet and exceed Customer expectations
Impact DECISION MAKING
Impact is to both current and future business. Influences business unit results and / or Customer relationships
Decisions, action and errors will normally impact current and future business
Who are you?
Education : Undergraduate degree in a relevant subject e.g., Computer Science, Computer Engineering, Software Engineering, Electrical Engineering, or related fields
Work Experience : 5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles Excellent team player with the ability to work within a collaborative environment.
Creative, resourceful, and innovative problem solver.Great communication skills (including active listening and comprehending requirements).
Excellent oral presentation skills incl. the ability to simplify complex thoughts / ideas
Industry Experience : High technology B2B or B2B2C experience preferredSound understanding of mapping technologies including map content, geocoding, navigation, GPS, routing, positioning, local search, tile rendering and traffic Solid experience with SQL, ArcGIS, Oracle, DBMS is required and recommended would be Java, C++, Python, and web development experience.
Mobile Application Development experience (iOS / Android)Unix / Linux expert that has worked in AWS with EC2 / ECS, S3, ELB, SNS / SQS, CloudWatch, etc.
Worked with CI / CD processes and tools such as Git, Gerrit, Jenkins.Proven track record of establishing and maintaining strong cross-team working relationships and collaboration
CompetenciesOutstanding interpersonal and communication skills (both oral and written) for appropriate interaction across all management levelsStrong soft skills including active listening, diplomacy, dispute resolution, negotiationStrong analytical mindset and a problem solverFluent in English, both written and oral.
Able to travel 25% both domestic and international