Application Support Engineer

What's the role?

As an Application Support Engineer on our US Team, you ensure HERE's customers get maximum value from HERE products and services through the evaluation, production, and maintenance phases.  You will partner with sales representatives to expand and improve Customer’s adoption of HERE products and services.

You must possess customer orientation and excellent communication skills that enable you 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 you help our customers leverage HERE services to solve their business problems is required.

You will be the go-to technical expert on HERE products and support software applications for customers. You will analyze, reproduce, and debug data and software issues reported by Customers and come up with recommendations and drive issues to resolution. This role provides L1/L2 support and it is responsible for P1/P2 escalations.

Another important aspect of the role, it is to provide actionable insights and drive continuous improvement opportunities, given the broad exposure to customer, products, and process.

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.

Who are you?

• 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.

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.

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 on our YouTube Channel.