Lead Technical Support Engineer

Job Locations JP-Yokohama
Requisition ID

What's the role?

This position requires hands-on on SW development and trouble shooting issues reported by our Customers. The interview process includes a practical exercise where the coding and trouble shooting skills of the candidates will be evaluated.

As the Lead Technical Support Engineer you are an experienced support engineer with a pre-sales/post sales mindset and ensure the Customer makes optimal use of HERE products and services, from the evaluation phase through the production phase and into the maintenance phase. You will ensure customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal HERE departments. You have strong customer focus, establish close relationships with the Customer, product management and sales, and are a subject matter expert of the broad range of HERE products and services


Your main responsibilities include:

  • Analyzing tests and debugging software issues reported by customers
  • Addressing issues in a systematic approach coordinating 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
  • Working with sales to complete RFQs and translating customer needs into requirements, products, and solutions
  • Providing direct technical expertise for opportunities in one or multiple domains of knowledge
  • Seeking and collating feedback to shape online community management practices and product ideation
  • Providing feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer)
  • Participating in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise

Who are you?

We are looking for hardworking individuals with a strong IT background and sound understanding of software design. Real passion for Unix/Linux, AWS with EC2/ECS, S3, ELB, SNS/SQS, CloudWatch, Java and Scala technologies are key to succeed.

You are a good fit for this role if you possess the following skills, competencies and experience:

  • A degree in Computer Science, Computer Engineering, Electrical Engineering or related fields
  • Reliable technical experience of 9+ years of experience in technical pre-sales, technical customer enablement, technical consulting or similar customer facing role are your base
  • Strong coding skills in and passionate about Java and Scala. Python and other scripting languages will be a big plus
  • Experience in designing highly scalable, real-time streaming and batch processing systems (CEP and technologies such as Fink, Storm, Spark, Kafka, Cassandra, etc.) will help you also
  • Unix/Linux expert that has worked in AWS; experience with TDD and BDD using JUnit and JBehave/Cucumber would be phenomenal assets
  • You are capable of working highly independently with regular engagement and direction from the management.
  • Proficiency in mobile operating systems ( either iOS or Android)
  • You have good communication skills in English and Japanese

What do we offer?

HERE is packed with smart people from around the world. Our offices champion an open environment where good ideas are supported and accepted. There's also plenty of flexibility within the company, options for achieving an ideal work/life balance and various other extras on offer.

  • An opportunity to work with outstanding developers
  • Meaningful problems to solve
  • Work that makes a difference in the world
  • Freedom to decide how to perform your work
  • Variety in the types of projects
  • Feedback so you will know how well you are doing
  • Collaborative, supportive colleagues


Who are we?

Ever checked in somewhere on social media? Ever tracked your online orders? You might be using HERE Technologies every single day without even realizing it. You can find us everywhere: in vehicles, smartphones, drones or third-party apps. We believe that with the right people, we will continue to be a game-changer in the technology industry and improve the daily lives of people around the world. Find out more by clicking the video below or going HERE.



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