HERE Technologies is looking for a Senior Platform/Product Support Engineer with a passion to support and guide customers during the entire end-to-end customer lifecycle. As a Senior Platform Support Engineer, you will support customers and HERE Sales Teams to manage customer account onboarding, enabling sales quotes, analyzing commercial models and trouble shoot potential issues encountered during the customer journey. You are passionate about customer success and deliver amazing experiences. The ideal candidate possesses a growth mindset, strong hands- on technical orientation, is excited about learning new technologies and loves sharing knowledge with others. A HERE Senior Platform/Product Engineer builds long term relationships with customers, yearns fast and obsessively drives customer issues towards resolution. Main Responsibilities - Provide expert, fast, and effective response and resolution to users (i.e., Customers and Internal HERE users) technical issues including technical support ticket resolution - Cooperate with technical support and/or other departments on more complex issues and questions - Escalate and work with the external vendors to resolve issues and manage improvements - Manage incident escalation and facilitates root cause analysis and incident response - Coordinate with internal development team to resolve issues related to the system being supported - Updating and maintaining an operations run book and documenting other processes as required - Drive continuous improvement, own resolution of technical issues - Drive continuous improvement, own resolution of technical issues, implement corrective actions - Communicate effectively with internal stakeholders to deliver on customer expectations - Innovate, break silos, and challenge the status quo in the pursuit of customer success - Work independently with regular engagement and direction from management

As the Senior 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. In this role, you will ensure customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal HERE departments.      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 - Working on technical consulting assignments for/with the customer  - 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