Lead Technical Support Engineer

Job Locations DE-Frankfurt | DE-Berlin | DE-Ismaning | DE-Hildesheim
Requisition ID

What's the role?

The team

You have the opportunity to join a great team, where you will be part of around 10 people. The team is distributed over Europe with a larger contingent in Germany. As a team you jointly support our EMEA customers both in the automotive domain and customers in our other focus areas.


What’s the role:

You as our next Lead Technical Support Engineer (TSE) are 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.  Your focus will be a large German Automotive player.


You ensure Customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal here departments.  The Lead 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. 


You embrace and encourage knowledge sharing. You participate in internal technical communities and externally through events, blogs, whitepapers, and articles for your domains of expertise. You continuously nurture and expand your technical readiness. Furthermore, your responsibilities can be divided in 2 large topics:


  1. Will be the “to-go-to expert” on HERE Products
    • work on technical consulting assignments for/with the Customer 
    • 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”
    • train and assist customers in understanding the benefits of HERE technical assets, by leveraging new features and implementing timely updates to all support channels
    • work with sales to complete RFQs. Translate Customer needs into requirements, products, and solutions
  2. Drive continuous improvement to achieve Customers outcomes
  • manage Customer needs internally to ensure internal initiatives reflect Customer business and technical requirements.
  • 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)

Who are you?

  • 8+ 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.
  • Proven track record of establishing and maintaining strong cross-team working relationships and collaboration
  • Creative, resourceful, and innovative problem solver.
  • Worked with CI/CD processes and tools such as Git, Gerrit, Jenkins.
  • Solid experience with SQL, AWS, Oracle, DBMS is required and recommended would be Java, C++, Python, and Mobile Application Development experience (iOS/Android)
  • Great communication skills (including active listening and comprehending requirements).
  • Fluent in both English and German
  • Sound understanding of mapping technologies including map content, geocoding, navigation, GPS, routing, positioning, local search, tile rendering and traffic

What do we offer? 

Our culture is founded on openness, teamwork and honesty, with colleagues who are forward-thinking in their field, resilient and above all, strive for the best. One team, where everyone makes a difference and everyone is heard. We offer a very interesting compensation package always taking personal development and a healthy work-life balance in consideration. 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. 


Up for the challenge? We are looking forward to receiving your application. 


Make HERE your destination, we are just getting started. Apply Now. 

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 #LI-MS1



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