Lead Technical Support Engineer

HERE Technologies is a location data and technology platform company that empowers customers to achieve better outcomes. They are seeking a Lead Technical Support Engineer to serve as a trusted technical advisor, helping customers maximize the value of HERE’s location products and services throughout their lifecycle.

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
• Analyze, reproduce, and debug data and software issues reported by Customers and come up with recommendations and drive issues to resolution
• Provide actionable insights and drive continuous improvement opportunities, given the broad exposure to customer, products, and process
• Diagnose 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
• Guide complex integration decisions and drive HERE product adoption and long-term customer success
• Identify root causes, define permanent corrective actions, and drive timely resolution for high-visibility customer escalations; act as a technical escalation point for complex or high-impact customer issues
• Manage multiple priorities in a fast-paced environment
• Lead training sessions, knowledge sharing workshops, and technical deep dives with customers and internal teams

Requirements:

• 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 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
• 5+ 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
• Deep understanding of SDK architecture, application development lifecycle, and the ability to guide complex integration decisions and drive HERE product adoption and long-term customer success
• Strong analytical and problem-solving skills to identify root causes, define permanent corrective actions, and drive timely resolution for high-visibility customer escalations; acts as a technical escalation point for complex or high-impact customer issues
• 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
• Experience developing applications in embedded, IVI, and automotive environments (e.g., Android Automotive OS, AOSP), as well as mobile applications on iOS and Flutter, using Kotlin/Java or Swift
• Strong understanding of mapping technologies: geocoding, navigation, GPS, routing, positioning, traffic, and tile rendering
• Experience leading training sessions, knowledge sharing workshops, and technical deep dives with customers and internal teams