This position requires hands-on on SW development, troubleshooting and technical support ticket resolution expertise. 

We are seeking a highly skilled and experienced Senior/ Principal Support Engineer to join our dynamic support team. The ideal candidate will possess deep technical expertise, exceptional problem-solving abilities, and a passion for customer satisfaction. As a Senior/ Principal Support Engineer, you will play a critical role in ensuring the success of our customers by providing advanced technical support, mentoring junior team members, and driving improvements in our support processes.

Main Responsibilities:

• Provide expert-level technical support to customers, resolving complex issues related to location-based software and map products.
• Serve as a technical lead for the support team, offering guidance and mentorship to junior engineers.
• Collaborate with product development, engineering, and quality assurance teams to address product defects and enhance product functionality.
• Develop and maintain comprehensive documentation for troubleshooting procedures, best practices, and known issues.
• Act as an escalation point for critical customer issues, ensuring timely and effective resolution.
• Conduct root cause analysis for recurring issues and implement preventative measures.
• Engage with customers to understand their needs and provide proactive solutions to enhance their experience.
• Contribute to the continuous improvement of support processes, tools, and methodologies.
• Deliver training sessions and knowledge-sharing workshops for internal teams and customers.
• Act as the primary customer point of contact for technical issues during the entire customer lifecycle.
• Work independently with regular engagement and direction from management.

Technical Requirements:

• 12+ years of relevant technical experience, including at least 5+ years in technical pre-sales, technical customer support, technical consulting, or similar customer-facing roles.
• Software development experience in Java, Python, Scala, and/or scripting.
• Experience with map data formats such as NDS and automotive projects.
• Knowledge of cloud software/architecture and the ability to execute with minimal assistance.
• Technical support experience with client/server, network, APIs, and cloud (AWS) service delivery.
• Troubleshooting and software debugging experience in multi-user, high availability platforms.
• Incident and escalation management experience in mission-critical systems.
• Full-stack development skills (front-end/back-end, database, software design, web services, microservices) are a plus.

Soft Skills:

• Proactive and able to work effectively in fast-moving, cross-functional environments.
• Excellent organizational and data-driven analytical skills capable of managing competing priorities.
• Strong problem-solving abilities with a customer-focused approach to easing customer issues and preventing escalations.
• Excellent oral and written communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.

What we offer:

• A great work-life balance
• Hybrid model of work
• Challenging problems to solve
• Collaborative and encouraging colleagues
• Opportunities to learn, grow and develop: company hackathons, technical talks, and trainings
• Regular feedbacks
• Paid vacation days
• Flexible working hours
• Competitive salary plus bonus
• BVG Ticket (For Berlin location)
• German language course (For Germany based employees)
• Employee wellness programs and life-coaching sessions 
• Diverse team of fantastic & talented people from 60+ countries worldwide.
• Brown bag talks, team events, BBQ on the rooftop and more!

                                                           Change is HERE. Apply Now!                                           #LI-MM3 #LI-HYBRID

Our culture is founded on openness, collaboration and honesty, with colleagues who are brilliant in their field, helpful, resilient, loyal and strive for the best. One team in that everyone makes a difference, and everyone is heard.

As part of HERE Technologies employment process, candidates will be required to successfully complete a pre-employment screening process. This offer and any related claims are subject to the successful completion of a pre-employment screening. This will involve employment, education, and criminal verification if applicable.

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.

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.